An employer in the Cincinnati, Ohio area is looking for a Tier 3 Technical Support Representative for an on-site, direct-hire opportunity. The client is a provider of outsourced, personalized healthcare service offerings, primarily contact centers, supporting health systems, hospitals, physicians/specialty practices, health insurers and more. However, the Tier 3 Support Rep will be joining at a very exciting time as they are launching their IT MSP, and the Tier 3 Support Rep will be a part of building that from the ground up.
The Tier 3 Support Representative will serve both as a contact point for end users/an escalation point for the Service Desk but also as a support Subject Matter Expert (SME) for support-related items. This role is responsible for providing advanced IT troubleshooting assistance, Azure user creation/modification/termination, imaging, shipping/receiving, documentation, and escalating issues when appropriate. In addition, this role will also assist with escalations from users and/or the Tier 1 and 2 support teams. Due to this role being the first point of contact an end user will have with the MSP, a high degree of communication, follow up, and task tracking/prioritization is required. End user requests are generally submitted by phone, E-Mail, and walk-by interactions. The Tier 3 rep will be actively involved in application/hardware rollouts, reporting, and change control processes.
It is a 24/7/365 support desk and the Tier 3 Support Rep will be part of an on-call rotation. However because they are in the infancy of the MSP, even the CIO will be apart of the on-call schedule. On-call expectations will drop after about 6 months into the role.
The role will start fully on-site at the client's location in Blue Ash. After about 6 months, the role will take on a more hybrid schedule, with about 2 to 3 days on-site.
Essential Functions
Respond promptly to inbound technical support requests via phone, email, or walk-by interactions.
Diagnose and resolve basic technical issues related to software, hardware, accounts, and networking.
Provide step-by-step instructions for resolving common technical issues, including software installation, configuration, and troubleshooting.
Document and track all support interactions in the service desk ticketing system.
Serve as an escalation point for tier ½ support and end users
Escalate unresolved issues to higher-tier support teams when necessary.
Ensure customer satisfaction by following up on open issues and providing regular status updates.
Create support documentation for technical issues you were able to resolve where existing documentation wasnt in place.
Assist with technical projects as needed.
Each service desk support representative is a part of an on-call rotation.
Maintain knowledge of company products, services, and procedures to provide accurate information.
Work collaboratively with the technical support team to identify process improvements and ensure continuous improvement in support efficiency.
Ability to resolve service desk tickets within established SLAs.
Adhere to shift schedules.
Handle/Active call times within established SLAs.
Abandoned call rate within established SLAs.
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3-4+ years' experience in an IT support role (help desk, desktop support, etc.)
Advanced skills with Azure/AD management (an understanding of basic configurations, user administration, OneDrive administration, etc.)
Backup experience (having experience with backups means understanding how to protect data, perform backups, and restore data in case of system failures or data loss, etc.)
Deployment experience (particularly policies, but also some hardware, maybe software)
Exceptional communication and people skills: selfless and service-first mentality
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.