Help Desk Technician Level I

6 days ago


Chandler, Arizona, United States Inserso Full time

Inserso is seeking a part-time Help Desk Technician Level I to join our team in Chandler, AZ. This rewarding opportunity offers a challenging environment with a high rate of first call resolution.

We strive for excellence in customer support and expect our team members to follow proven processes, routing tickets to the appropriate support groups whenever possible. Our 24x7x365 support requires multitasking in a fast-paced environment, possessing the knowledge and expertise to resolve customer issues efficiently and accurately.

This position demands strong communication skills and an ongoing desire to acquire new skills, ensuring technical competency to assist with mid-level technical questions. Responsibilities include:

  • Answering phones, chat, and/or email, creating tickets using ServiceNow to help resolve/track user issues
  • Offering first-line customer support and providing information found in Knowledgebase and/or manuals
  • Cooperating and supporting colleagues, interacting with other support groups
  • Analyzing information and evaluating results to choose the best solution to solve issues
  • Observing, receiving, and obtaining information from relevant sources
  • Resolving technical issues within provided policies and guidelines
  • FOLLOWING THE KNOWLEDGE BASE AND PRIORITY MATRIX FOR ISSUE RESOLUTION
  • Remote diagnostics and troubleshooting client workstations
  • Responding to general inquiries and non-technical questions
  • Providing prompt and courteous customer service
  • Troubleshooting and resolving incidents and problems
  • Providing website navigation assistance
  • Password recovery/reset

Required Skills and Qualifications:

  • A U.S. Citizen and passing the DHS Employment Eligibility Verification process
  • High School Diploma or GED
  • 1 year of IT Support experience, preferably in Help/Service Desk or Call Center environment
  • Experience troubleshooting common technical incidents such as local systems setup and local network issues
  • Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries
  • Experience with Windows operating system
  • Experience with Microsoft Office O365
  • Punctuality and ability to work in a 24x7x365 environment, including weekends and holidays
  • Experience working with customers over the phone

Estimated Salary: $45,000 - $55,000 per year, depending on experience. Physical and Mental Qualifications:

  • Effectively communicating with customers, stakeholders, and technical specialists


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