Insight Global is seeking a highly skilled Tier 1 Support Specialist to sit in our clients office in a hybrid working model 4 days a week on-site. The focus will be around preparing and deploying laptops for new and existing employees, working directly with the business to do so. The ideal candidate will also have experience in Tier 1 troubleshooting and ticket closure, with a strong focus on customer service and attention to detail. This role involves managing software entitlements, hardware repairs, asset management, and reducing ticket backlog.
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Tier 1 troubleshooting and ticket closure experience
o Active Directory and Azure AD as it relates to Account Administration EX.: password resets
o Software Entitlements - installing and setting up for users Autodesk, Bentley, Esri, Microsoft Suite, Adobe, Bluebeam
o Working with Michael Bakers hardware Vendor HP
Dependent on where the asset is in its lifecycle - working on repairs if its out of warranty (examples: replacing memory, hard drive etc.), if it's in warranty reaching out to vendor, sending to HP depot, bringing the HP representative on-site
o Asset Management for offboarding follow up with hiring managers to make sure the equipment comes back
Imaging and deploying laptops
Reducing ticket backlog KPI is 15 tickets a week as a team
White Glove Customer Service
Attention to detail, strong documentation, ability to research and resolve
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.