Job Description
A large financial enterprise in Phoenix, AZ is looking for a Help Desk Technician to join their IT Support and Service Desk team. You will be responsible for working directly with internal customers and end-users while supporting them both in person and remotely. You will communicate with end users directly via chat support and over the phone. It is important that you are able to type in a timely manner as these chat sessions will be monitored and requests are expected to be completed quickly. You may need to remote into end-users devices which can include laptop, desktop, mobile device, tablet, etc. They handle a large majority of Level 1 Tickets at the desk and then are implementing some AI technology to help with initial chat and ticket creation, training AI agents for agent assist - writing tickets, pulling information or documentation for support, and escalation to Tier II if needed.
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
• At least 2+ Years of Help Desk, Service Desk or Tech Support Experience at the Enterprise level
• Experience with Remedy Ticketing System or Similar
• Windows System experience (Excel, Outlook, O365)
• Familiarity with MS Products - Teams, Co-Pilot
• Strong multi-tasking capabilities, must maintain 2 contacts at a time or 1 Phone Call
• At least 30 Contacts a day in previous roles
Knowledge of SCCM and Remote Connectivity tools
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.