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Description

Position Overview:

The Operational Support Technician provides daily technical support to end-users across the organization, ensuring the reliability and security of a range of devices and systems, including computers, mobile devices, access controls, security infrastructure, and audiovisual equipment. This is a hands-on role that emphasizes both technical expertise and a strong commitment to customer service.

Requirements

Primary Responsibilities:

+ Deliver on-site technical support for desktop and mobile environments, performing hardware and software installations, upgrades, and troubleshooting.

+ Serve as a liaison between internal users and Tier 3 external support vendors to ensure timely resolution of escalated issues.

+ Regularly communicate with managers, clients, and vendors to address questions and assist with project-related tasks.

+ Collaborate with Infrastructure Operations, Network Engineering, and Security Operations teams to resolve network and security-related incidents.

+ Support and manage Windows OS devices within an Active Directory environment.

+ Provide expert-level support for Apple iOS devices, including iPhones and iPads.

+ Configure and deploy Microsoft Windows laptops and desktop PCs.

+ Maintain and troubleshoot CCTV, automated access control, audiovisual systems, and collaboration platforms such as Microsoft Teams.

+ Apply best practices in IT security, network fundamentals, and user access management.

Service Management Duties:

+ Respond to technical service requests via ticketing system, phone, email, and onsite support.

+ Manage user access requests, password resets, and authentication issues.

+ Document incident resolutions, create knowledge base articles, and communicate status updates to stakeholders.

+ Escalate complex technical challenges to appropriate teams as needed.

+ Track and manage incidents using IT service management (ITSM) platforms, ensuring SLA compliance.

+ Coordinate with external vendors for warranty and repair services.

+ Be available for emergency support and periodic off-hours or weekend maintenance tasks.

Technical Skills:

+ Diagnose and resolve Windows operating system issues.

+ Support Microsoft 365 applications as well as business-specific software.

+ Configure and troubleshoot VPN, wireless, and wired network connections.

+ Set up, image, and deploy hardware devices.

+ Manage printer and peripheral device configurations.

Business-Specific Support:

+ Support specialized applications and workflows.

+ Assist with onboarding technical setup for new team members.

+ Enable and troubleshoot remote work capabilities for staff.

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 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. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) 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 roberthalf.gobenefits.net for more information.

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