Job Description
Day to Day:
Insight Global is searching for an IT Support Tech to join the team of a large assurance provider in Oklahoma City. This person will provide first level IT support for all end-users via telephone, portal, or chat. We're seeking someone with excellent customer support skills, and experience troubleshooting Tier 1 issues. They will take on average 9-12 calls/day troubleshooting issues such as Active Directory, connectivity issues, IP Addresses, VPN/Remote connections, Microsoft O365, and audiovisual issues. This person will join a team of 12 to tackle the technical support. During their first month, they will be trained on company basics, KCS systems, ServiceNow ticketing system, ChatBot, and handling phone calls, while shadowing another Team member. They will start handling calls/tickets after the completion of training in month 1
Required Skills & Experience
Must Haves:
* 1+ years troubleshooting and resolving Tier 1 technical issues across multiple technologies
* Experience with Active Directory, Printer connectivity, IP Addresses, VPN/Remote connections, O365
* Experience working with a ticketing system (Remedy or ServiceNow preferred)
* Experience w/ inbound or outbound calls
* Excellent communication and customer service skills
* 2+ years customer service experience
* Experience entering information into knowledge-centered support (KCS) methodology
Nice to Have Skills & Experience
Plusses:
* Audio/Video Troubleshooting experience
* Computer Science Degree
* A+/Network+ Certification
* Experience supporting over 500+ applications
* Understanding of scripting languages (e.g. PowerShell, JavaScript, HTML, CSS, XML, JSON)
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.