Tier I Leveraged Service Desk

Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency and excellent communication.
Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms or technology:
Microsoft Office 365 Account Setup, Support, Password Resets, etc.
Windows 10; PC Laptop, Desktop and Mobile Device support
MacOS 10-11; MacBook Air and MacBook Pro support
MS Office Productivity Suite functional support
Collaboration tools including but not limited to Zoom, Slack
Remote support toolsets including Bomgar
Support of collaboration and Audio-Visual teleconference systems, equipment and scheduling, such as Microsoft Teams, Zoom Rooms, etc.
Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops.
Utilize ITSM ticketing system (such as ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.

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

2-4 year technical degree or the equivalent in work experience and one to two years of prior related work experience. The candidate will have an ability to provide positive customer service and advanced communication, problem solving, and technical writing skills.
Technical proficiency in relevant operating systems, applications, and/or languages is required.
Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
Demonstrated support of enterprise environments, including:
o Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
o Support of Microsoft Windows 10 Operating System
o Support of MS O365 provisioned accounts
o Support of mobile devices such as iPads, Surface Devices, etc.
o Password Reset, Account Unlock, etc.
o Support of MacBook devices and MacOS
o Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.

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.