Technical Support Specialist

2 weeks ago


Wilton, Iowa, United States Insight Global Full time

Position Title: Desktop Support Technician

Compensation: $24-29/hr

Contract Duration: 18 Months

Essential Skills & Qualifications:

  • Minimum of 4 years of relevant experience in technical support.
  • Strong written and verbal communication abilities.
  • Proficient in computer assembly, setup, imaging, application installations, and configurations.
  • Exceptional customer service skills with a deep understanding of relationship management.
  • Advanced troubleshooting capabilities.
  • Self-driven team player with outstanding interpersonal skills.
  • Able to effectively communicate with clients, vendors, and network services.
  • Familiarity with Microsoft Office Suite, Office 365, and Windows 7 & 10.

Desirable Skills & Experience:

  • Experience in Audio/Visual support.

Job Overview:

Insight Global is seeking a dedicated on-site Desktop Support Technician. This role involves providing technical assistance to users of computer systems. Responsibilities include configuring, troubleshooting, and supporting desktops, laptops, peripherals, and mobile devices. The technician will address inquiries and resolve technical issues for clients through various communication methods.

The role encompasses assistance with computer hardware and software usage, including printing, installation, office applications, electronic mail, and operating systems. Adherence to IT standard processes and monitoring of license compliance is crucial. The technician will also support the 24/7 Global Support process as a Tier 1/Tier 2 contact for problem resolution.

Key Responsibilities:

  • Demonstrate leadership and ownership of customer-reported issues, escalating as necessary to ensure management is informed of critical problems.
  • Utilize strong computer skills to research, diagnose, troubleshoot, and resolve customer issues.
  • Comply with standard procedures for transferring unresolved issues to appropriate internal teams to enhance customer satisfaction.
  • Document knowledge through tech notes and articles for the knowledge base.
  • Provide exceptional customer service and clear communication to deliver prompt and accurate feedback.
  • Assist in the installation, configuration, and ongoing usability of desktop computers and software within established guidelines.
  • Perform remote troubleshooting using diagnostic techniques and relevant questions.
  • Log all customer requests and updates using the designated tracking system.
  • Provide Helpdesk, Deskside, and Walkup hardware and software support as required.
  • Maintain a general knowledge of all standard products as defined per engagement.
  • Perform additional duties as assigned.

Approximate Pay Range: $27-30/hr



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