Help Desk Specialist for Retail Support

7 days ago


Phoenix, Arizona, United States Insight Global Full time

About the Role

Insight Global is seeking a highly skilled Help Desk Specialist to provide top-notch support to our client's retail operations.

Key Responsibilities

  • Provide tiered support for call-in, email, or chat-generated incidents, utilizing incident management, knowledge base, and request fulfillment processes.
  • Manage entered activity data for timeliness, accuracy, relevancy, escalation, and status.
  • Intake tickets and serve as the first point of contact for remote support, handling calls from various stakeholders, including stores, distribution centers, and end-users.

Requirements

  • 5+ years of experience in a Help Desk role with a focus on remote support, servicing internal and external users.
  • Experience with POS register troubleshooting, mobile device/zebra troubleshooting, and handheld devices for retail stores.
  • 6+ months of experience supporting PC software, hardware, and peripherals in an office environment as a Service Desk or Help Desk technician.
  • Proficiency in Microsoft Teams and other Microsoft Suite tools, as well as Cisco Jabber for phone calls.
  • Ticketing system experience, preferably with ServiceNow.
  • Excellent communication, customer service, and phone etiquette skills, with a strong customer-centric orientation.
  • Recent experience working remotely in a Help Desk setting.

About the Opportunity

This is a fully remote position, and we are looking for a candidate who can efficiently diagnose and resolve IT-related issues while multitasking. The ideal candidate will be able to grow within the organization and join our team of 19 service desk employees.

What We Offer

A competitive salary range of $16-20 per hour, depending on experience, plus opportunities for growth and professional development in a dynamic and supportive environment.



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