Desktop Support Specialist
1 week ago
Job Summary:
Insight Global is seeking a skilled Desktop Support Specialist to provide technical assistance to computer users. The ideal candidate will have excellent troubleshooting skills, strong communication skills, and the ability to work effectively in a team environment.
Key Responsibilities:
- Configure, troubleshoot, and support desktops, laptops, peripherals, and cell phones.
- Provide technical assistance to computer users, including answering questions and resolving computer problems.
- Follow all IT standard processes and procedures, including monitoring license compliance.
- Provide support for 7/24 Global Support process, serving as Tier 1/Tier 2 point of contact and owner of problem/incident.
- Support and maintain in-house computer systems, desktops, and peripherals, including ordering, installing, diagnosing, repairing, maintaining, and upgrading hardware and software.
- Troubleshoot problem areas in a timely and accurate fashion, and provide end-user training and assistance where required.
- Demonstrate leadership skills and take ownership of customer issues reported, providing 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.
- Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
- Follow 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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