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Service Desk Specialist

2 months ago


Albertville, United States Insight Global Full time

Must:

-Tier II support and going to be on the floor of the Manufacturing plant and helping people who aren't able to login to and also will be helping corporate and office manager and the presence for both. Remoting into a computer, bomgar, or other tools. Primary focus in Albertville, AL and may have to do some remote


Must Haves:

  • Ideally coming from a manufacturing background, if not then more knowledgeable on IT skillset.
  • How to troubleshoot network related issues - i.e. a line is down…
  • Providing tier 2 network support and IT support - for plant and office
  • Understanding of ServiceNow ticketing system
  • Troubleshooting experience - remote into a computer or working on network access, etc.
  • Networking remote tool: Bomgar
  • Manufacturing support - computer is down, can't access my email, can't access teams
  • Strong documentation and customer service skills


D2D:

  • w/w someone on the manufacturing floor or the corporate office there
  • Only supporting Albertville and maybe some remote support
  • Issues - production lines going down (the things that make the mold) , reimaging, account lock outs, taking escalations from tier 1,
  • 15-20 tickets a day with various IT issues. Up to 40 tickets a day due to an outage