Description

Overview:

A Tier 2 IT Support Specialist plays a crucial role in providing technical support to end-users and resolving more complex IT issues that cannot be addressed by Tier 1 support. This role requires a deep understanding of IT systems, strong problem-solving skills, and excellent customer service abilities. The Tier 2 IT Support Specialist acts as an escalation point for Tier 1 support and collaborates with other IT teams to ensure the efficient operation of an organization's technology infrastructure.

Key Responsibilities:

1. Technical Troubleshooting: Diagnose and resolve hardware and software issues escalated from Tier 1 support. Troubleshoot complex technical problems related to computer systems, networks, and applications.
2. User Support: Provide high-quality, timely support to end-users via phone, email, chat, or in-person. Ensure a positive customer service experience by addressing user concerns and questions professionally.
3. Escalation Management: Act as a point of escalation for Tier 1 support agents. Assess the severity of issues and prioritize them accordingly, ensuring that critical problems are resolved promptly.
4. Documentation: Maintain comprehensive records of technical issues, resolutions, and user interactions. Contribute to knowledge base articles for common issues to empower Tier 1 support and end-users.
5. Hardware and Software Maintenance: Perform hardware and software installations, upgrades, and patches. Monitor systems for updates and apply them as needed to ensure security and functionality.
6. Network Support: Assist in troubleshooting network connectivity problems, VPN issues, and other network-related challenges. Collaborate with network administrators to ensure network stability.
7. Remote Support: Provide remote assistance to end-users, including configuring remote desktop connections and guiding users through troubleshooting steps.
8. Security Awareness: Stay informed about cybersecurity threats and best practices. Assist in implementing security measures to protect the organization's data and systems.
9. User Training: Conduct user training sessions or workshops to help employees better utilize IT resources and tools. Create user guides and tutorials as necessary.
10. Vendor Coordination: Collaborate with external vendors for hardware and software support when necessary. Manage warranty claims and facilitate repairs or replacements.
11. Team Collaboration: Work closely with Tier 1 support agents, Tier 3 specialists, and other IT teams to ensure smooth communication and issue resolution. Share knowledge and best practices within the IT department.

Requirements

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in a Tier 2 or similar IT support role.
• Strong knowledge of operating systems (Windows, macOS, Linux), hardware components, and common software applications.
• Proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills, with a customer-oriented approach.
• Familiarity with ITIL or other IT service management frameworks is a plus.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+) are advantageous.
• Ability to work independently and as part of a team in a fast-paced environment.

Technology Doesn't Change the World, People Do.^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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