Service Desk Technician

3 weeks ago

Mobile, United States Insight Global Full time

Job Description:

Insight Global is looking for an Information Technology Professional to fill the position of Service Desk Technician in the Mobile location for a client. The role of the Service Desk Technician is to provide outstanding customer service for Tier 1 service requests, incidents, and problems reported by end users. Majority of the job duties with be answering phone calls, responding to emails, and entering in work orders to the Service Desk tracking system. It will be a high paced and challenging environment that requires a knowledgeable and confident candidate. We are looking for someone with a "can do" attitude and will go above and beyond with a positive outlook. The role will be fully onsite and require attendance during regular business hours.


Responsibilities

  • Use technical knowledge and trouble-shooting skills to assist end users with resolving problems, service requests, and incidents reported to the Service Desk by email, telephone, or in person.
  • Perform remote analysis, diagnosis, and resolution of complex computer and software related issues.
  • Ensure all Service Desk requests, incidents, and problems are entered into ticket tracking system with accurate, detailed information.
  • Perform follow-ups with end users to ensure proper resolution and customer satisfaction.
  • Escalate requests, incidents, problems to appropriate team members, subject matter experts and supervisors.
  • Provide outstanding customer service to our business and end users.
  • Present professional appearance, maintain organized personal work space, excellent work ethic and attitude.
  • Follow firm and industry standard processes and procedures that utilize the framework of industry best practices (ITIL v3, HDI) to meet the needs of the firm.
  • Provide root cause analysis for incidents reported to the Service Desk
  • Provide support for firm software, laptop and desktop hardware, thin client hardware, laptop hardware, peripherals, handheld devices (iPhone, iPad, MaaS360 Mobile Device Management, ActiveSync)
  • Setup video conferences and teleconferences on daily basis
  • Maintain documentation and contribute to knowledge (Wiki)
  • Work a rotating after-hours support schedule

Requirements

  • Ideal Candidate will possess four year degree from accredited university in Information Systems, Management, or related field and experience working on a help desk or service desk. o Additional experience may be substituted in lieu of degree
  • Experience with customer service and training
  • Excellent communication skills, written and verbal.
  • Strong organization skills  Ability to operate in a fast paced, changing environment.
  • Ability to lead by example, work individually and within a team environment
  • Communicate and explain technical issues to non-technical customers
  • Possess exceptional trouble-shooting skills and knowledge of industry tools used to diagnose and resolve desktop, network, laptop, handheld issues
  • Expert knowledge of desktop operating systems including Windows XP and Windows 7.
  • Expert knowledge of desktop hardware, laptop hardware, wireless technology, PDA (iPhone and iPad)
  • Expert knowledge of the Microsoft Office Suite (2016)
  • Expert knowledge of desktop deployment and hardware rollouts.
  • Knowledge of Incident Management and Request Fulfillment
  • Working knowledge of remote connectivity technologies such as Citrix and VPN.
  • Knowledge of networking technologies as they relate to troubleshooting end user issues Participate in various projects as assigned
  • Other tasks and duties as assigned
  • Some travel is required

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