* This role must be OK working MST/ PST (Arizona Hours), weekends, and 3rd shift.
SHIFT OPTIONS:
7am-330pm MST Wed -- Sunday (With Mon/Tues off)
7am-330pm MST Thurs-Monday with Tues/Wed off.
A client in Phoenix is looking for a fully remote Help Desk candidate. The job responsibilities include but are not limited; providing tiered support for call in, email or chat generated incidents. They will be managing the incidents using the incident management, knowledge base, and request fulfillment processes. Then maintaining all entered activity data for timeliness, accuracy, relevancy, escalation, and status. The candidate will intake tickets and be the first remote support person, they will handle calls from the entire organization which includes all the stores, the distribution centers and end users. We are looking for some one to maneuver any IT related issue at its quickest convenience while multitasking. The problems include diagnosing and resolving incidents remotely with functions such as software patching, installing, uninstalling, upgrading, downgrading and hardware repairs, replace, upgrade, install, uninstall. Overall, they are looking for a candidate to grow within the organization and join the team of 19 service desk employees.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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* 3+ years of experience in a Help Desk role working remotely servicing internal and external users
* Experience working with POS systems at retail stores
* 6 + months of experience supporting PC software, hardware and peripherals in an office environment as a Service Desk or Help Desk technician
* Experience working on Microsoft Teams along with other Microsoft Suite tools
* Experience using Cisco Jabber for phone calls
* Experience working with a large enterprise servicing internal employees
* Ticketing system experience (+ ServiceNow)
* Must have excellent communication and excellent customer service and phone etiquette, professionalism is the most important skill!
* Recent experience working remote in a Help Desk setting
* Strong customer service orientation
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.