Are you passionate about delivering top-notch customer service and technical support? Insight Global is looking for a Tier 1 Support Technician to join a team in Atlanta, GA supporting one of the worlds most notable luxury retail brands. This person will be required to sit onsite five times a week and joining the Retail Service Desk support team that is responsible for providing remote IT technical support for the boutiques and retail stores.
As a Tier 1 Service Desk Analyst, you'll be the first point of contact for our support team, ensuring exceptional assistance to boutiques, store owners, and corporate users. You'll manage incidents using our ITSM (ServiceNow) system and take full ownership of each contact from start to finish. Collaborate with team members, vendors, third-level support, and partners to provide timely solutions and resolutions. On a day to day, you will:
Provide responsive, high-quality support and excellent customer service to retail store owners, boutiques, and corporate employees.
Research, resolve, and respond to complex technical inquiries via phone, email, chat, and collaboration tools.
Support a variety of systems and technologies including Microsoft Office 365, POS Systems, RFID scan guns, Windows 10, and collaboration tools like Zoom and MS Teams.
Maintain up-to-date knowledge of supported platforms, policies, and support methods to deliver accurate solutions.
Participate in training sessions and team projects to enhance the quality and efficiency of Service Desk services.
Utilize the ITSM ticketing system (ServiceNow) to document interactions with precision and accuracy.
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.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
2-4 year technical degree or equivalent work experience (1-2 years as a Service Desk Analyst).
Proven customer service skills and strong communication abilities.
Experience with ACD systems (e.g., AWS, Avaya, Cisco Jabber, Genesys, NICE InContact, Five9).
Proficiency with ITSM/Ticketing systems (e.g., BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk).
Demonstrated experience supporting enterprise environments, including:
o Break/fix support for desktop/laptop computing equipment and peripherals.
o Break/fix support for POS systems, printers, and local network printers.
o Support for RFID technology, handheld scanners, and sonar inventory devices.
o Support for Microsoft Windows 10, MS Office 365, and mobile devices (iPads, iPhones, Surface devices).
o Support for MacBook devices and macOS.
o Use of remote-support technologies (e.g., Bomgar, TeamViewer, BeyondTrust).
Prior experience in a retail support environment, including front and back store support.
Knowledge of applications, personal operating systems, and/or programming languages.
Bachelor of Science in a technical discipline or equivalent experience in a related industry.
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.