Tier II Service Desk Technician

The largest Automotive retailer in the world is looking for a Tier II Service Desk Technician to support their 330 dealerships across North America. The Service Desk Technician will start their day by reviewing system health reports and addressing any urgent IT issues through the ServiceNow ticketing platform. They'll ensure the smooth operation of Windows hardware and software, and troubleshoot any Cisco device issues as well. They will also work on network improvements and preventative maintenance tasks in the Tampa office. You'll end your day by documenting work and communicating the days IT issues and resolutions to stakeholders, with action items to come or that have been completed. This role requires a proactive approach, strong problem-solving skills, and the ability to give a strong customer service experience to all end u . The goal is to not just fix IT issues, but to anticipate and prevent them, ensuring system efficiency and security. There will also be an On-Call rotation once every 6 weeks for a week. The team is growing so this threshold will increase later in the year. Lastly, this is an onsite role that is in Office 8-5 PM EST or 9-6 PM EST!

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
- 5+ years of Service Desk Experience
- 5+ years of basic desktop support experience through Windows
- 5+ years of Windows Hardware and Software Support experience
- 5+ years of Azure AD experience
- 5+ years of ServiceNow experience
- 5+ years of Remote Management System experience (Dato, ConnectWise, LogMeIn)
- 5+ years of Telephony or Cisco telephones experience

Nice to Have Skills & Experience
- ITIL Certification
- OEM experience
- CompTIA+
- Automotive Industry/Dealership experience
- MFA experience
- Updating scripts through windows experience

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.