Job Description
We are currently seeking a motivated, career and seasoned customer service-oriented Executive Support Platinum Technician.
The Platinum Technician will work with a team of Executive Support Technicians requiring the highest level of customer service and technical proficiency to more than 400 executives. The Platinum Technician will be responsible for delivering professional, high-quality services directly to the customer, providing both remote and in-person support. The candidate must have strong communication skills and be capable of reporting to all levels of Executive Staff, Service Desk Management and attend high level meetings to present information when required.
Primary Responsibilities Include:
• Provide exceptional technical support and customer service to Senior and C-Level Executives.
• Coordinate, track, report and escalate support issues pertaining to Senior and C-Level Executives to ensure timely resolution and a positive impact on customer satisfaction.
• Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
• Work with other IT groups to rollout hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
• Provide accurate and timely communication and reporting to assist in the execution of IT initiatives which may impact Executive staff.
• Timely follow up with customers to ensure problems are resolved successfully and satisfactorily.
• Strong ability to provide creative solutions to customer problems.
• Demonstrate skills to bridge technical problems which cross functions, such as understanding cause and effect and root cause relationships for complex IT problems.
• Provide IT training to customers to ensure successful use of IT equipment.
• Document and revise all resolutions to be updated in IT knowledge base.
• Be able to manage projects and heavy caseload while responding to customers request in a high priority fashion.
• Follow corporate and Federal IT Security Policies.
• Home support including troubleshooting of Software Applications and the Operating System Software, Equipment diagnostics, problem isolation, and repair including warranty work (Minimum).
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
• Bachelor’s degree and a minimum of five years' experience, or equivalent education and experience.
• In-depth Desktop Support knowledge (Preferably on a Federal Contract).
• Significant Experience supporting Windows 11, O365 products, Active Directory and MDM solutions.
• Experience installing and troubleshooting Apple products ranging from MAC OS X, iPhones, iPads, and hardware.
• Previous experience using ITSM tools for ticket tracking.
• Ability to travel up to 10%.
40-60h
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of
employment, including options for medical, dental, and vision insurance. Eligibility to enroll in
the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this
role will have access to paid sick leave and other paid time off benefits as required under the
applicable law of the worksite location.
Nice to Have Skills & Experience
• Bachelor’s degree in Information Technology or related field.
• IT certification(s): A+, Net+, MCP, MCDST, MCSA, and/or MCSE, ITIL, HDI.
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.