Support Specialist II

Robert Half

. Answer front-line support calls from corporate and field users .

Posted 10/6/2026full-timeWilmington • United StatesJuniorMid-Level💰 $52,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on troubleshooting computer, network, and software issues. Proficient in maintaining effective user relationships and documenting support incidents while adhering to standard operating procedures.

Highest-signal resume keywords

Technical Support ExperiencePC Troubleshooting KnowledgeMicrosoft Office Suite ProficiencyWindows OS UnderstandingA+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingIncident DocumentationData EntryIssue Escalation

Soft Skills

Effective CommunicationCustomer ServiceRelationship Management

Tools & Technologies

CRM DatabaseIncident-Tracking Database

Certifications & Qualifications

A+ CertificationMCSE

Industry Keywords

Remote IT SupportStandard Operating ProceduresTechnical Escalation

About the role

Key responsibilities & impact

Answer front-line support calls from corporate and field users
Assist users with technical “how-to” questions
Troubleshoot and resolve computer, network, and software issues
Perform basic terminal server user maintenance
Document support incidents in the support team incident-tracking database
Contribute current and relevant customer and team documentation to the support team knowledge base
Identify trends and validate solutions
Assign tasks to third-level support and/or IT escalation teams
Provide timely problem resolution or escalate issues to appropriate technical personnel
Provide incident status updates to management and end users
Maintain effective relationships with users
Follow standard operating procedures and customer service guidelines for remote IT support
Assist Level I technicians with troubleshooting

Requirements

What you’ll need

High School diploma or equivalent
2+ years’ technical support experience or A+ certification preferred
MCSE or equivalent experience preferred
PC troubleshooting knowledge
Medium level of experience using Microsoft Office Suite
Good understanding of Windows OS
Ability to respond to phone calls, emails and incidents 80% of an 8-hour day at a desk in a cube environment
Keyboard data entry into a CRM database
Ability to determine issue escalation department, impact, and priority
Ability to assist Level I technicians with troubleshooting
Ability to meet department standards
Ability to occasionally attend meetings in person and via conference calls
Ability to perform work with limited instruction
Successful completion of a background check contingent upon an offer of employment

Benefits

Comp & perks

Group health insurance benefits (medical, vision, dental)
FSA and HSA healthcare accounts
Life and accident insurance
Adoption and fertility assistance
Paid parental leave of up to 6 weeks
Short/long term disability
Paid time off for vacation, personal needs, and sick time
Up to 17 days of Choice Time Off (CTO) per calendar year for new hires
Up to 11 paid holidays per calendar year
401(k) savings and investment plan or deferred compensation plan (if eligible)
Employer match of 100% on the first 3% of contributions for eligible employees
Remote work arrangement