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Technical Support Administrator

2 months ago

Saint Rose, Louisiana, United States Insight Global Full time

***FULLY ONSITE****

***Must Be Willing to Work Onsite 5 Days a Week***

Essential Qualifications

  • Bachelor's Degree in Information Technology or a related field is preferred.
  • A minimum of five years' experience in providing technical support for software, hardware, and applications, with a strong understanding of Microsoft Technologies.
  • Experience with Cisco Meraki Hardware is essential.
  • Must possess a valid driver's license and maintain an acceptable driving record.

Preferred Qualifications

  • CompTIA A+ Certification is advantageous.
  • CompTIA Network+ Certification is a plus.

Position Overview

Insight Global is seeking an IT Support Desk Specialist to become part of a dynamic team. The primary role of the Support Desk Specialist is to manage escalations from Service Desk Analysts. This position requires ensuring that initial assessments are accurately conducted and verified prior to transferring the incident or issue. Once the responsibility is handed over, the Support Desk Specialist is expected to utilize advanced skills and resolution strategies, considering the severity and priority of the issues at hand.

In instances where further assistance is necessary, the Specialist will collaborate with IT Operations, ensuring a smooth transition of responsibilities or partnership to resolve incidents effectively. The Specialist will also work closely with IT Operations to conduct root cause analyses for any significant incidents.

This role involves providing exceptional customer service and support across all Analyst and Administrator Information Technology and Operational Technology functions. Responsibilities include identifying, diagnosing, and resolving technical issues related to personal computer software, hardware, enterprise networks, the Internet, and emerging technologies within a Service Desk framework. Clear communication of solutions to end-users is crucial.

The Specialist will also handle one-on-one problem resolution for Service Desk incidents, requests, and changes, diagnosing and addressing issues related to network printers, applications, PC hardware, email, Internet, VPN, and local area network access. Timely coordination for the repair of computer, server, or network equipment is essential, which may involve collaboration with various vendors.

Additional responsibilities may include tracking and maintaining inventory, as well as managing shipping and receiving tasks. The Specialist may perform minor hardware repairs for PC equipment and peripherals not covered by third-party maintenance agreements. Furthermore, assistance in the installation of local area network cabling systems and equipment, such as network interface cards, switches, and firewalls, is expected. The Specialist will also support Analysts and IT Operations Technicians as needed, which may involve defining and documenting processes and maintaining a knowledge base for both customers and internal support staff.