D2D
* Phone support
* Receive 15-20 calls per day
* Reviewing own ticket queue in service now
* Work with hardware, mobile devices, all remote- could receive in person
* Remote into mobile device troubleshoot issues
* Desktop support- remote into the machine
* Imaging- deploy mages to desktop and laptops
* Coming into the office at least once a week -devices shipped to them from the brand. Fixing devices. Onsite support. Not many people onsite. Sometimes cases set up new hires.
* Team- 14 agents and 1 engineer. Tier 1
Job Details:
The help desk analyst is responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues. They will handle 15-20 calls per day. The analyst should be experienced in responding to incoming calls or inquiries , web-submissions, emails and/or chat for users experiencing problems. The agent will be troubleshooting, analyzing, resolving, tracking and escalating various technical problems including software, hardware and client specific applications (examples: password resets, troubleshooting outlook issues, connectivity issues, O365 issues, etc.). The agent should be able to efficiently route tickets to second level support when needed.
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
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
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https://insightglobal.com/workforce-privacy-policy/ .
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.