Desktop Support Specialist

2 weeks ago

Wilton, United States Insight Global Full time

Required Skills and Experience *

- 4 years of relevant experience

- Excellent written and verbal communication skills.

- Experience with computer build-out and setup; imaging, application installs, and configuration, etc

- Excellent customer service skills, with an advanced understanding of customer relationship building.

- Excellent troubleshooting skills.

- Self-motivated team player with excellent interpersonal and communication skills.

- Able to effectively interface with customers, vendors, and Network Services.

- Experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 & Windows 10


Nice to Have Skills and Experience

- Audio/Visual Experience

Job Description *

Insight Global is looking for an on-site desktop support technician in Hillsboro, OR. This person provides technical assistance to computer users. Configures troubleshoots and supports desktops/laptops, peripherals, and cell phones. Answers questions and resolves computer problems for clients in person, via telephone or electronically. Provide assistance concerning the use of computer hardware and software, including printing, installation, office products, electronic mail, and operating systems. Follows all IT standard processes and procedures along with monitoring license compliance. Provides support of 7/24 Global Support process by serving as Tier 1 / Tier 2 point of contact and owner of problem/incident.


The role is to support and maintain in-house computer systems, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The individual will also troubleshoot problem areas in a timely and accurate fashion, and provide end-user training and assistance where required.


DUTIES AND RESPONSIBILITIES

- Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times.

- Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues

- Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction

- Commitment to documenting knowledge in the form of knowledge base tech notes and articles

- Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner

- Assists with the installation, configuration, and ongoing usability of desktop computers, peri pheral equipment, and software within established standards and guidelines.

- Follows all IT standard processes and procedures along with monitoring license compliance.

- Perform remote troubleshooting through diagnostic techniques and pertinent questions

- Logs all customer requests and updates calls utilizing the designated call handling and tracking system.

- Provides Helpdesk, Deskside, and Walkup hardware and software support as needed.

-Provides support of 7/24 Global Support process by serving as tier 1/2 first point of contact and owner of problem/incident.

- Provides general knowledge of all Customer standard products as defined per engagement.

- Performs other duties as assigned.

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