A non-profit client of Insight Global's is seeking to add a Tier II IT Support Specialist to support their staff of 70 full-time employees. Responsibilities include but are not limited to:
* User hardware/software equipment life-cycle management (keeping devices in good working order through regular maintenance updates; repair and upgrade recommendations)
* Microsoft Active Directory, MS Office 365 User Management (install, uninstall applications, application navigation assistance, granting access rights)
* Keeping operating systems and drivers up to date and in good working order
* Serve as the first point of contact for staff seeking technical assistance over the phone, email or onsite (account unlocks, password resets, access rights, general troubleshooting, etc.)
* Perform proactive and reactive troubleshooting remotely or onsite, to effectively identify potential incidents or problems and attempt to eliminate them before they occur
* Direct unresolved issues or those needing escalation to managed service contractor and follow through until resolved satisfactorily
* Keep/provide accurate documentation on the organization's IT products or services
* Maintain events/problems and resolutions log
* Follow-up and update customer status and information
* Identify and recommend potential improvements on equipment, systems or procedures
* 2-3 years of experience as a help desk technician, field technician or other customer support role
* Good understanding of computer systems, mobile devices and other tech products
* Ability to diagnose and resolve basic technical issues
* Strong customer focus with the ability to work with technical vendors, staff and management with various levels of technical skills and backgrounds
* Excellent communication skills
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.