Job Description
Provide in-person technical assistance for desktops, laptops, printers, and mobile devices.
• Solving, analyzing and updating tickets for effective ticket resolution and reporting.
• Resolve incidents and requests per Service Level Agreements.
• Meets monthly targets for Key Performance Indicators (KPI).
• Updates and manages knowledge database.
• Maintains computers inventory up to date.
• Onsite support for wired and wireless configuration.
• Ensure Safran standards related to software baseline and hardware are applied.
• Responsible for managing device configuration (laptops, workstations, printers, etc.), also
providing preventive and corrective maintenance.
• Communicates clearly in both verbal and written correspondence.
• Follow up with end users and the business on problem resolution.
• Works with Level 3 IT support to conduct tests and evaluate different alternatives.
• Interfaces with suppliers to maintain desired functionality, performance and availability in LAN
Network.
• Resolve non-standard requests.
• Collaborates on RCB’s involving workplace resources.
• Contribute to SSI Action Plan & Remediation activities.
• Contribute to Release Activities like testing, deploying & troubleshooting when needed.
• Hardware Lifecycle: Deploy, configure, and upgrade workstations; perform physical repairs or
coordinate RMAs for faulty hardware.
• Network Maintenance: Patch cables, troubleshoot local connectivity issues, and assist the
Network Team with on-site rack/stack and equipment resets.
• Software Support: Install and troubleshoot core business apps, OS updates, and security
patches
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
Education and/or Experience
▪ Requires an Associates degree in Computer Science and a minimum of 3-5 years of related
experience or an equivalent combination of education and experience. Prefers a Bachelor's
degree.
▪ Requires 1–2 years of Help Desk Support experience, 2 years of experience with advanced
hardware troubleshooting, 1 year of experience with basic server and network troubleshooting,
and 1–2 years of experience with MS Active Directory infrastructure.
Knowledge/Skills
▪ Computer knowledge; specifically, PC hardware, printers, networking, Windows 7 and 10, and
Microsoft Office – Advanced
▪ Excellent written and verbal communications – Advanced
▪ Requires excellent customer service - Advanced
▪ Networking concepts (TCP, UDP, Routing, Firewall, Proxy,) – Basic
▪ Desktop security methodologies (encryption, antivirus, desktop security) – Advanced
▪ Client-side VPN and other remote working / management technologies – Basic
▪ Symantec Backup Exec – Basic
▪ Strong analytical skills, able to troubleshoot, analyze, and identify actions to improve
performance – Advanced
Nice to Have Skills & Experience
CompTIA Network+ Certification (preferred)
ITIL Foundations Certification (preferred)
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.