Level 2 Service Desk

This large municipality is needing extra help in their call center environment. This will be an onsite 8-5 M-F position. 85% of the role will be phone support where they would be taking incoming calls from internal employees and drafting tickets, trouble shooting over the phone, or escalating the issue up. They will be managing tickets in the ticket portals and expected to close out around 100 tickets per month. Some issues may require hands on which will involve local travel around Plano to other locations.

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 .

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Required Skills & Experience

3+ years experience in a helpdesk/Service Desk role providing both hands on and virtual/phone support in a Level 2 capacity

1+ Year of experience troubleshooting Audio Visual equipment, specifically with Crestron is preferred

Direct Experience with Hardware and Software Trouble Shooting

Windows 10 experience

Experience Remoting into u and troubleshooting using remote software

Imaging experience specifically with SCCM, creating images

Mobile device management specifically with Microsoft Intune or similar

Microsoft and Adobe trouble shooting experience

Ticketing system experience (service now preferred)

Excellent customer service and communication

Nice to Have Skills & Experience

Comptia certifications

Microsoft certifications

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.