Job Description

Job Description

Job Description

Robert Half is seeking an experienced IT Support Specialist to join our team and provide high-quality technical support a client located in Bellevue, Washington. This role focuses on resolving Tier 1-level tickets quickly and efficiently, primarily involving laptop issues, application access, and Slack-related support. The ideal candidate will have strong customer service skills, the ability to troubleshoot across Windows and Mac environments, and experience working within ticketing systems.

Duration: Long-term contract

Location: 100% Onsite in Bellevue, Washington

Schedule: Monday-Friday (8AM-5PM)

Responsibilities:

• Respond to and resolve quick-resolution IT tickets (typically < 30 minutes).
• Troubleshoot laptop and desktop issues (Windows 11, MacOS).
• Respond to Slack messages and provide real-time support to end users.
• Manage application access requests and permission-related issues.
• Support Zoom, Slack, Microsoft 365 Suite, and other collaboration tools.
• Document all work within ticketing systems (Jira, Zendesk, ServiceNow).
• Escalate complex issues to higher-level support teams when needed.
• Perform root cause analysis to prevent recurring issues.
• Collaborate with team members to ensure seamless IT service delivery.
• Provide excellent customer service and diffuse difficult situations professionally.

• 3+ years of experience in technical support or help desk role.
• Proficiency with Windows OS and MacOS .
• Experience using ticketing systems (Jira, Zendesk, ServiceNow).
• Knowledge of Entra ID (Azure AD) for user management and access.

Nice-to-Haves:

• Experience with JAMF (Mac device management).
• Familiarity with remote access tools .
• Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft, etc.).

Soft Skills:

• Strong customer service skills; ability to diffuse difficult or frustrated users.
• Team-oriented and collaborative.
• Ability to ask questions and escalate issues appropriately.
• Strong problem-solving and root cause analysis skills.

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