* Logs all support requests (received by phone, e-mail, etc.) in ServiceNow application.
* Classifies and categorizes incidents; prioritize incidents to ensure timely resolution through the
established escalation process; dispatch requests to external service providers as required.
* Collects and/or updates contact information from clients when opening or updating tickets; responding
to client requests to troubleshoot and resolve hardware and software issues, diagnosing and identifying
issues.
* Aids clients by recommending the most effective utilization of network, telephony, computers and
approved software.
* Utilizes remote control tools to resolve hardware and software issues.
* Provide first level of support to all IT hardware and system in the location.
* Maintain the location server room.
* Perform hardware and software installations, move add and changes (IMAC).
* Support for Mobile Devices (iPhone, iPad, Android, etc.).
* Support stands alone and network printers, including print queues, if required.
* Support IP Telephony IMAC.
* Support building security systems technology.
* Support meeting room audio and video equipment including general maintenance activities; Pre-meeting
and in-room conference room troubleshooting, and testing of audio / visual equipment as needed.
* Hands and eyes support for on-site server, storage, backup/recovery, network, and other data center
equipment if necessary.
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.
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/ .
* 7+ years of experience in a technical support, help desk, network support position.
* Billingual in Spanish
* Field Operation experience is desired for this position.
* Preferred certifications include MCP, Network+.
* Strong technical background and customer support oriented.
* Professional, strong work ethic
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.