Key Responsibilities • Own accountability for day-to-day help desk operations to ensure tickets are properly prioritized, assigned, and resolved within defined SLAs. • Monitor ticket queues in PSA (Autotask) to maintain even workload distribution and ensure prompt ticket handling. • Serve as the primary technical escalation point for Tier 1 technicians, offering guidance and assisting with complex issues. • Provide Tier 2 technical support to resolve escalated service tickets for client systems, networks, and applications. • Provide support and mentorship to Tier 1 staff, including informal coaching and daily technical assistance. • Facilitate professional development of the help desk team by identifying training needs, collaborating on performance reviews conducted by VP of Technology, and acting as a liaison for the team to support career growth. • Audit service desk ticket queues to proactively address potential issues with delays in resolution or ensure that adequate technical personnel are engaged in issue resolution. • Perform follow-up to ensure that issues have been successfully resolved and communicate with clients to maintain positive client relationships. • Schedule onsite visits for the technical team to ensure timely issue resolution/equipment delivery while also maintaining adequate help desk coverage. • Identify process improvements in help desk operations and work with management to implement operational process improvements. • Document all work performed, maintaining clear and detailed notes in Autotask. • Identify recurring issues and collaborate with senior technical team to develop permanent resolutions and/or knowledge base entries. • Communicate with clients in a professional, service-oriented manner, maintaining high levels of satisfaction and transparency. • Participate in after-hours or on-call rotations as required.

Active Directory, MS Windows 10, Basic Troubleshooting, Microsoft Windows, Service Desk Tickets, Manage Services

<h3 class="rh-display-3--rich-text">Technology Doesn't Change the World, People Do.®</h3> 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 works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. <a href="https://www.roberthalf.com/us/en/mobile-app" target="_blank">Download the Robert Half app</a> and get 1-tap apply, notifications of AI-matched jobs, and much 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 <a href="https://roberthalf.gobenefits.net/" target="_blank">roberthalf.gobenefits.net</a> for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to <a href="https://www.roberthalf.com/us/en/terms">Robert Half’s Terms of Use</a>.

Willow Grove, PA
onsite
Permanent
70000.00 - 85000.00 USD / Yearly
Key Responsibilities • Own accountability for day-to-day help desk operations to ensure tickets are properly prioritized, assigned, and resolved within defined SLAs. • Monitor ticket queues in PSA (Autotask) to maintain even workload distribution and ensure prompt ticket handling. • Serve as the primary technical escalation point for Tier 1 technicians, offering guidance and assisting with complex issues. • Provide Tier 2 technical support to resolve escalated service tickets for client systems, networks, and applications. • Provide support and mentorship to Tier 1 staff, including informal coaching and daily technical assistance. • Facilitate professional development of the help desk team by identifying training needs, collaborating on performance reviews conducted by VP of Technology, and acting as a liaison for the team to support career growth. • Audit service desk ticket queues to proactively address potential issues with delays in resolution or ensure that adequate technical personnel are engaged in issue resolution. • Perform follow-up to ensure that issues have been successfully resolved and communicate with clients to maintain positive client relationships. • Schedule onsite visits for the technical team to ensure timely issue resolution/equipment delivery while also maintaining adequate help desk coverage. • Identify process improvements in help desk operations and work with management to implement operational process improvements. • Document all work performed, maintaining clear and detailed notes in Autotask. • Identify recurring issues and collaborate with senior technical team to develop permanent resolutions and/or knowledge base entries. • Communicate with clients in a professional, service-oriented manner, maintaining high levels of satisfaction and transparency. • Participate in after-hours or on-call rotations as required.
2025-11-03T16:59:01Z