Job Description
Provides first level support for all end-users via telephone, email or chat. Troubleshoots and resolves hardware, software and voice/data communication systems issues. Escalates calls when appropriate. Write concise, informative service tickets. Follow up on all tickets in a timely manner and pursue issues through resolution. Requires experience using ticketing systems and writing technical support reports and documentation. Must possess broad knowledge and proficiency with popular operating systems, application software, desktop and laptop computers, printers and networks.
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
2+ years in IT support / service desk / help desk environment
Hands on experience providing Level 1 / first line support via phone, email, and chat
Strong troubleshooting skills across hardware, software, and basic network issues
Experience using ticketing systems and writing clear technical notes/documentation
Broad knowledge of Windows/macOS, common applications, desktops/laptops, printers, and networks
Nice to Have Skills & Experience
Day to Day
Serve as first point of contact for end user IT issues (phone, email, chat)
Diagnose and resolve basic to moderate technical issues; escalate when needed
Create, update, and manage service tickets with clear, concise documentation
Follow up on open issues and own tickets through resolution
Support and troubleshoot end user devices, applications, printers, and connectivity issues
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.