Job Description
Insight Global is seeking an IT Help Desk Technician to provide exceptional technical support to internal users while delivering a high level of customer service. This role will serve as a primary point of contact for resolving hardware, software, and operational issues through phone, chat, and email support. The technician will manage and prioritize help desk tickets based on urgency, ensure timely resolution within established service level agreements, and escalate complex issues to specialized IT teams when necessary. Responsibilities include troubleshooting user issues using tools such as Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Support, while maintaining detailed documentation of all resolutions and escalations. The ideal candidate will collaborate closely with fellow analysts, senior technicians, and IT leadership to resolve technical challenges, improve support processes, and ensure a seamless and positive end-user experience.
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
• 1 – 3 years of experience in customer service or IT helpdesk experience.
• Advanced English Proficiency (Level B2-C1)
• Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 11, Mac OS X, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone)
Nice to Have Skills & Experience
• Bachelor’s degree
• CompTIA A+ or Google IT Support Professional certifications
• Familiarization with Service-Now
• Familiarization with Cisco WebEx
• Familiarization with Bomgar/BeyondTrust Remote
Support tool or industry-like
Benefit packages for this role will start on the 1st 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.