Help Desk

PAY RATE RANGE - 15/hr-24/hr.
DAY TO DAY:
A Service Desk Technician is a highly visible position within Greif IT Services as this position is a primary conduit for our colleagues with the rest of the department. A successful candidate will have good interpersonal, customer service and communication skills. They will also possess the ability to follow procedures, identify trends, prioritize work, and follow job tickets through to completion or escalation. A successful candidate will be agile enough to make the best decision based on available facts, even when uncertainties exist.

Major Responsibilities

o Prompt answering of phone calls or walk-up requests in clear and consistent manner.
o Ability to quickly take control of situations and to assess impact and urgency.
o Ability to convey a sense of empathy to the end user, and to ensure they have called the right place and their issue will be fully and properly addressed.
o Ability to document clearly and concisely, yet quickly all calls within the IT Services Management System.
o Ability to follow on-call rotation list to contact the correct resolver group or on-call regional technician when necessary.
o The ability to follow written instructions and procedures for password reset of various systems.
o The ability to follow written instructions on quick-resolution procedures for common issues for various system.
o The wisdom to know when to discontinue troubleshooting before it becomes prolonged and engage higher levels of technical or hierarchical support.
o Monitoring of ticket queues to process incidents and service requests in a timely matter with regard to priority.
o Completion of Standard Service Requests including software installations, and other administrative tasks.
o Management of IT asset inventory
o Ability to interface and build relationships with outside vendors (phone company, printer repair, etc.)

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com.

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PLUSSES:
o Experience with Lenovo
o Experience troubleshooting WAN outages
o Experience in a corporate environment
o Good skills with Microsoft Windows 10, Windows 11 is even better
o Troubleshooting common windows errors
o Troubleshooting network connecting issues
o Good skills with Microsoft Office 365 (or 2019/2016)
o Troubleshooting general common Office issues
o Knowledge of basic Office functions and settings.
o Good skills with Outlook 365 (or 2019/2016)
o Troubleshooting general common Outlook errors
o Knowledge of basic Outlook functions and settings.
o iPhone experience or troubleshooting
o MDM experience helpful (e. g., MobileIron)
o Typing skills
o Familiarity with remote control tools (e. g.,. TeamViewer, Dameware, VNC)
o Familiarity with ITIL v3/v4 foundational concepts
o Ability to occasionally travel to Greif plants throughout the United States
o Reliable transportation to Smyrna, GA office for rotating on-site duties.
o Ability to work on-call on a rotating basis.
MUST HAVES:
o Excellent customer service and teamwork ethics
o Ability to multi-task and manage high-stress situations or agitated colleagues
o 1-2 years of experience in a call center, telephone-based troubleshooting with end users
o Good general computer and network hardware skills
o Troubleshooting general hardware failures