An Insight Global client is hiring a Technical Support Specialist with technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
- Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
- Communicates status of progress to the customer.
- Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
- Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
- Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
- Installs and images new computers and loads appropriate software for customers.
- Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same.
- Responsible for user data and migration of profiles as computers are replaced.
- Stays abreast of current technology in a changing environment.
- Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
- Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).
- Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.
- Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
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.