Help Desk Support Technician - Insight Global : Job Details

Required Skills & Experience

High School Diploma Minimum of one year in Service Desk or end-user support role with experience supporting/troubleshooting hardware, desktop applications, and/or other end user support needs Knowledge of Desktop operating systems (Windows 10), Windows applications including the MS Office Suite and Outlook Experience providing live customer service in Help Desk, Call Center, or similar environment Working knowledge of Active Directory and user management Basic understanding of LAN/WAN technology Excellent knowledge of Windows, Microsoft Office and application software Strong analytical and organizational skills as well as excellent oral and written communication skills Relates well with others and builds effective business relationships

Nice to Have Skills & Experience

Technical Certifications (such as A+, Net+, Microsoft or Cisco) Bachelor's Degree or Associate's Degree Experience with a Microsoft or Google migration Supporting remote users, remote control software, VPN, Citrix client, Google Application Suite

Job Description

One of Insight Global's largest clients is seeking to fill a position that is responsible for first and second level user support. In addition to providing basic Level 1 support, this position provides support for issues typically considered to be more complex. Interacting directly with bank teammates, the Technical Support 1 fields initial requests for service and incidents through live calls and work tickets, resolving most support issues ‘first call' without having to escalate the issue or hand off the issue to another technician or team. This role: supports and executes equipment configurations and setups; meets all assigned SLAs, department goals, and objectives; engages with and/or escalates to other support teams as appropriate. The successful candidate must have the ability to perform well in fast-paced environments, great listening and communication skills, strong troubleshooting and analytical skills, and an aptitude for supporting a broad array of computing needs. A foundational knowledge of IP and basic network connectivity and communication are required. The ability to work independently as well as in a collaborative team environment is necessary.