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Robert Half · 2 months ago

Tier II/III Remote Help Desk

United States

Full-time

Remote

Mid, Senior Level

$30/hr - $35/hr

2+ years exp

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. They are seeking a skilled Tier II/III Remote Help Desk specialist to provide expert-level technical support for a diverse client base while maintaining high customer service standards. The role involves troubleshooting complex issues related to software, hardware, and network performance, while working efficiently in a remote setting.

ConsultingHuman ResourcesRecruitingSecurity

No H1B

Responsibilities

Provide Tier II and III technical support for a variety of software, hardware, and network-related issues

Troubleshoot and resolve problems with Microsoft 365 applications, including SharePoint and Windows systems

Administer and manage Entra ID (Azure AD), user access, and shared folder permissions

Diagnose and address network performance concerns, including latency and access point issues, with a focus on Cisco Meraki

Configure and troubleshoot Outlook mailboxes, delivery issues, and account access

Assist with software deployment, licensing, and device connectivity challenges

Escalate high-priority or complex tickets to appropriate teams or stakeholders when necessary

Provide clear and detailed communication to end-users, ensuring a positive support experience

Contribute to small-scale projects and offer assistance with advanced-level tickets

Maintain accurate records of support activities using ticketing systems and remote support tools

Qualification

Microsoft 365Entra IDCisco MerakiActive DirectoryRemote support toolsProblem-solving skillsCommunication abilities

Required

Minimum of 2 years' experience in IT support at Tier 2 or Tier 3 level

Proficient in Microsoft 365, SharePoint, Windows 10, and Entra ID

Familiarity with Active Directory administration and network troubleshooting, including Cisco Meraki

Competence in handling service desk tickets and utilizing remote support tools

Strong problem-solving skills and ability to prioritize tasks effectively

Excellent communication abilities to provide exceptional customer service

Reliable internet connection and capacity to work independently in a fully remote environment

Preferred

Previous experience in a contract or remote work setting preferred

Benefits

Medical

Vision

Dental

Life and disability insurance

401(k) plan

Company

Robert Half

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Founded in 1948

Menlo Park, California, USA

10001+ employees