Job Description
Responsible for providing college-wide support of end user technology needs. Serves as a liaison between the user community and Information Technology, providing outstanding customer service in person, online, or by phone (85-90% phone support).
Provides onsite, phone, email, and chat support for end user systems and applications. Provides outstanding customer service and empathy during all customer encounters. Resolves password issues (unlock accounts and change passwords) in various systems (Mostly dealing with password resets for students/faculty). Will be problem solving software problems while on the phone, while maintaining good customer service. Helping them get through MFA if there is an issue / 2 factor authentication.
Utilizes ticketing system to document and prioritize work following Information Technology standard operating procedures. Logs all related interactions as well as answer, troubleshoot and document support calls and emails.
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/.
Required Skills & Experience
- 6 months -2 years experience in service desk or call center environment troubleshooting technical issues
- Associate’s Degree or Certificate in technology (if less than 5 years experience)
- Remote Desktop Support experience
- 1-2 years experience of supporting Windows desktop/laptop PC's
- 2 years experience with customer service, with a focus on providing remote technical support
- Ability to handle a wide variety of customer service situations
- Excellent interpersonal, verbal (diction and enunciation) and written communication skills (GREAT phone presence – 90% phone support)
- Experience working in a team-oriented, collaborative environment
- Familiarity with a problem management ticketing system
- Familiarity with Active Directory
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.