IT Service Desk Tech

Day to Day:
Answer customer calls using department procedures, as requested or scheduled.
Utilize the IT Service Desk electronic ticketing system Samanage, according to department procedures for the opening, closing, resolution, escalation, and tracking all user requests.
They are moving from Samanage to Fresh Works (would be great to have exp with either)
Provide first-line support and resolution of all data/voice system problems and requests.
Resolve at least 70% - 80% of all calls received, coordinate escalation procedures to the appropriate IT team and/or vendor(s) for those requests that cannot be resolved over the phone.
Administer AS400/Client Access user accounts and resolve MS Windows related printing issues
Create knowledge-based articles and solutions to guide the end users and technicians through resolving issues.
Update and dispatch assigned tickets daily
Tickets per month: 4,500-5,000

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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. The EEOC "Know Your Rights" Poster is available here.

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Must Haves:
Associate's degree from a technical school, or similar technical training (or combo of education and experience)
3+ years total experience in helpdesk related role
Experience in high volume call center
Experience with hardware support, application, disk encryption, network connectivity, printers, VPN and telephone systems
user-level hardware and software troubleshooting skills, including MS-DOS, Microsoft Windows 11, Microsoft Office 365, Chrome, Microsoft Edge, Anti-virus applications.
Dell & HP computers, Cisco, Webex, Jira, ServiceNow, Sharepoint, Green screen IBM systems

**Need help desk experience and work history that shows consistency and more time working with the company (versus 2 months here 6 months there, 6-month work gap, etc.).

**Looking for 2 IT Service Desk Techs.
working PST time zone
2 shifts; 6:30-3:30 PST & 8-5 PST
Can sit anywhere in the US as long as they are willing to work these hours, PST

Plusses:
Current CompTIA or HDI certification preferred

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.