Insight Global is assisting a client in identifying a Technical Service Technician for a customer-focused Service Tech Bar team. This role is 100% onsite and involves providing Tier 1 and Tier 2 technical support both in person and remotely. Youll be the go-to resource for resolving a wide range of IT issues, assisting with hardware and software troubleshooting, and supporting end users in a fast-paced, walk-up support environment.
Key Responsibilities:
Diagnose & troubleshoot all IT related issues for Desktops Laptops, Mobiles onsite and through remote access
Hands on experience on installation, configuration, and troubleshooting Office 365 products, VPN, wireless, mobility
Troubleshooting issues related to hardware, network connectivity, printers and software applications
Working knowledge on active directory group policies, share drive, DNS, network permissions, handling new software standard exceptions request.
Coordinating with service providers to solve other IT infrastructure issues
Ensure compliance with all policies and procedures in all related areas
Troubleshooting for known errors and workarounds
Provide guidance based on documented IT policy and procedures
Provide Tier 1 and Tier 2 support for hardware and software issues, including Dell, HP, MacBooks, and mobile devices.
Handle 350400 monthly walk-up interactions at the Tech Bar, including:
o Answering general IT questions
o Troubleshooting hardware issues (e.g., hard drives)
o Assisting with software installations
Triage network issues and escalate as needed.
Resolve common issues such as application installations, password resets, and access problems.
Support onboarding of new employees by assisting with device setup and access provisioning.
On Fridays after noon, focus on ticket resolution, hardware returns, and e-waste processing.
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2+ years of experience in help desk or desktop support roles.
Strong technical troubleshooting skills, both remote and in-person.
Proficiency with Windows, macOS, and mobile platforms.
Experience using ServiceNow or similar ITSM tools.
Excellent communication and customer service skills.
Comfortable working 100% onsite in a dynamic, user-facing environment.
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.