Insight Global is seeking a Desktop Support Technician supporting the Service Desk component of the overall Service Delivery and IT support within Information Services for a global pharmaceutical company's Raleigh, North Carolina, site. This Analyst needs a highly positive attitude and energy level towards customer service, as well as the ability to multitask and pivot between tasks. This analyst will be working as part of the global IT End User Services Engineering and Configuration Management team, providing physical IS support to business users as well as remote telephone support to business users in the Richmond, VA office, to develop efficient solutions to recurring IS issues. This role requires mid-level experience in Service Desk incident management software, hands-on level 2 support and knowledge of Mobile and Personal Computer hardware, software and network connectivity. Other responsibilities include delivering Service Level Agreements in accordance with corporate policies, managing email and user accounts within Active Directory, and maintaining onsite conference room, videoconferencing equipment, computer peripherals, and cloud printing setup. Strong communication skills are also required to provide all IT support amongst the IT, R&D, and engineering teams. This Analyst will be training and onboarding new hires on site. The pay rate for this role ranges from $18-25/hour, based on experience.
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5 years of experience (Mid-level) in Service Desk incident management software
Hands-on level 2 support and knowledge of Mobile and Personal Computer hardware, software and network connectivity
Very positive, professional attitude and high energy level towards customer service. Strong ability to multitask, pivot between tasks and be coachable
Provide support for computer peripherals and printers
Work with business users to develop efficient solutions to recurring IS issues
Experience with MS Office and 0365 tools, Microsoft Teams, Outlook, Zoom
Strong communication skills to work with the IT, R&D, and engineering teams, on-site and remotely
Deliver Service Level Agreements in accordance with corporate policies
Manage email and user accounts within Active Directory
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.