Help Desk Technician

- Description:
o Our client has an immediate opportunity for a knowledgeable and organized IT Helpdesk Technician. We are seeking an experienced helpdesk technician with a strong understanding of a Windows-based AD/Azure network environment, Lenovo and Dell PC hardware, a general knowledge of IT operations and remote tools, and the Windows 10/11 operating systems. Our employees operate on a hybrid schedule, blending a traditional office-based model and remote work.
- Duties and Responsibilities:
o The successful candidate will join a team of knowledgeable and organized Customer Service Technicians supporting a large call center. This role requires a customer service-oriented professional who can easily follow instructions and guidance, quickly resolve IT-related issues and ensure systems, hardware, and software are functioning optimally. The IT Helpdesk Technician will be responsible for answering calls, creating tickets using an ITSM tool, callbacks, updating the knowledge database, etc
o Specific Duties Include, but are not limited to:
 Serve as the first point of contact for customers seeking technical assistance over the phone or email.
 Perform remote troubleshooting through diagnostic techniques and pertinent questions using a combination of templates and response plans.
 Determine the best solution based on the issue and details provided by customers.
 Walk the customer through the problem-solving process.
 Direct unresolved issues to the next level of support personnel.
 Record events and problems and their resolution into the Incident management system.
 Follow-up and update customer status and information.
 Pass on any feedback or suggestions by customers to the appropriate internal team lead and manager.
 Identify and suggest possible improvements to procedures so that they be added to the knowledge database.
 Install and configure computer hardware, software, systems, networks, printers, and scanners.
 Report outage based on incomings/emails to team lead so that a broadcast can be created and issue escalated to management.
 Maintain a high level of customer service at all times.

Pay Rate: $21/hr - $24/hr based on 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/.

- Requirements:
o Required Qualifications:
 Hybrid work – Must be able to split time between working at the company’s physical office location and working remotely. Typical expectations are to be in-office 2x per month. This is subject to change.
 Professional appearance, great customer service, and strong communication skills
 Excellent written and verbal communication skills required.
 Ability to work independently with minimal supervision.
 Experience in producing network diagrams as well as documentation for other IT projects
o Required Education & Experience:
 High school diploma or GED equivalent
 Experience providing end user support
 Experience working with a ticketing system
 Experience troubleshooting extensively in Microsoft Operating Systems
 Experience troubleshooting extensively in Microsoft Domain environments

- Desired Qualifications and Training:
o Desired qualifications include working knowledge in one or more of the following technologies:
 Active Directory Tools
 Remote Tools
 Microsoft Office 365 Suite
 Microsoft Copilot
o Desired Certifications include:
 CompTIA A+ Certification
 CompTIA Security + Certification
 ITIL Foundation Course
 HDI Customer Service Certification

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.