General technical skills Windows 7, Windows 10, MS Office Suite, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge.
Specific technical skills Basic knowledge of Multifactor Authentication (MFA) Single sign on (SSO), mobile app usage.
Excellent customer service skills including telephone etiquette, listening skills, empathy, sense of urgency and enthusiasm.
Excellent verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel. Accuracy in spelling, grammar, pronunciation & enunciation is a necessity. High level of reading and comprehension. Clear and concise ticket documentation is critical.
Demonstrated organization and work prioritization skills
Ability to utilize available resources
Must be both team-oriented and self-motivated
Flexibility
Must work independently with minimum supervision
Effectively using Remote Desktop Management (RDM) tools
Ability to work in a fast paced environment with frequent changes
Bi-lingual skills for English/Spanish desired, but nor required
Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided.
Looking for a candidate that has some Apple MAC experience.
Required Education Technical School or College Degree
Required Years of Experience
1 to 2 years technical help desk or equivalent experience
Experience using Remote tools
Background security check required
Prior experience on Software and Hardware for Mobile Devices, Desktops, Workstations, Notebooks and Printers
Experience with Microsoft Office(Outlook, Word, and Excel, O365 a plus)
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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Responding to inbound incident requests within defined SLAs
Customer Service: including customer-oriented telephone and email/chat abilities that respond quickly, competently and patiently to customer requests
Customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems.
Problem solving: gathering information, evaluating options and offering solutions
Providing technical support: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support.
Troubleshooting computers, printers and connectivity issues.
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.