Job Description

The Help Desk Specialist will provide support for 5,000+ end users.

Responsibilities

• Answer phone, retrieve email and voicemail messages and accurately and thoroughly record and document into ServiceNow Incident tracking system

• Provide telephone, email and remote support for 5,000+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics

• Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary

• Communicate with the end user regarding their incident, through their corresponding ServiceNow ticket

• Determine priority based on problem information and documented guidelines

• Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members

• Consistently apply customer service best practices

• Consistently and diligently work all assigned tickets (i.e., ensure they are pending w/reason, in progress, etc.)

• Verify with the customer the problem has been resolved before resolving the ticket

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, 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 HR@insightglobal.com .

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/ .

Skills and Requirements

• 2 years of help desk experience

• Very good troubleshooting and problem-solving skills with desktops, laptops and Dell PC's

• Great attention to detail

• Very good customer service experience

• Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines

• Experience with troubleshooting network printers

• Knowledge of Windows Operating Systems, Windows 7

• Knowledge of Networking

• Experience with Microsoft Office Suite * Associates Degree in Computer Science, Engineering or a related technical discipline

• Security +, A+, MCTS, MCITP certifications null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.