Robert Half is seeking a Help Desk Technician II. For immediate consideration email email@example.com The Help Desk coordinates, diagnoses, and troubleshoots incoming global employee calls, tickets and external webmaster candidate emails. They Provide support services to employees and candidates with technical problems and information technology issues involving desktop from local personnel and field office employees as well as employees using network remote access. The Help Desk provides timely resolution of problems or escalation on behalf of customer or candidate to appropriate technical personnel. They provide case (incident) status updates to management and end-users. The Help Desk supports and maintains effective relationships with users. They adhere to standard operating procedures and customer service guidelines relating to remote IT support. Specific Responsibilities: Answer front line support calls from corporate and field users with the ability to assist users with "how to questions" on various technical Issues. Troubleshoot and resolve computer, network, and/or software issues including basic terminal server user maintenance from corporate and field users. Document all support incidents into support team Incident Tracking Database. Contribute to support team knowledge base on a regular basis with current and relevant customer and team documentation. Able to help spot trends and work to validate solutions. Assign tasks to third level support and/or IT escalation teams for further assistance.