What are the responsibilities and job description for the Helpdesk Specialist position at Insight Global?
Job Description
Job Description
Job Description :
IN OFFICE onsite in Perimeter area. No remote days unless granted permission from leadership for certain days.
Location : Dunwoody, GA
Full Job description that covers helpdesk and porting :
A client in the Atlanta location is seeking a Helpdesk agent who will be taking calls regarding basic troubleshooting of networks, computers and POS terminals for the retail store locations and the sales reps that work there (not end customers). They also are going to be handling issues dealing with porting / portability ( portability is wireless number transfers switching phone numbers from one carrier to another), but they can train them on this if they have beginner level skills with porting. The ideal candidate has dealt with calls related to POS hardware / software as well as calls dealing with portability and PC troubleshooting. If they can’t handle the call, Tier 2 can assist. This will be 100% phone support helping retailers with any IT issues they have in the store.
Ticketing is done in ServiceNow.
Additional duties as assigned.
MUST HAVES :
helpdesk experience or porting experience
Be sharp
Have a friendly personality for customer service and exude patience
BE RELIABLE – they cannot show up late to work and need to be there for their assigned shifts. They also can’t call in sick or call out all the time, most especially in their first few months on the job
Able to walk someone through getting an IP address
PC support experience
Great documentation skills for the ticketing system
Must be available to work evenings and weekends
PLUS :
POS helpdesk experience
Porting experience
CheckPoint Firewall experience
Networking troubleshooting experience
Spanish speaker
The Support functions provided are for DEALERS only (retail stores)- not customers. General Help Desk (Support Ticket process) and Technology issues. Support of functions related to retail activity including network related issues; ISP issues, CheckPoint or Sonic Wall / Firewall, whitelisting sites, imaging PC’s, replacing equipment, troubleshooting connectivity to terminals and payment devices, configuration of stores and reps.
Support dealers when having problems accessing RQ (the POS system) and performing daily subscriber requests and administrative tasks; tasks include the following activities :
Activations, Payments, upgrades, BridgePay Enrollment, Move / Merge, Change CTN, Rate Plan / Feature Changes, reporting, etc and additional duties as assigned. Also, support dealers when performing ports (Into the company) and supporting other carriers porting customers out of the company (list for both functions is not all inclusive but intended to show scope of work.)
Day to day :
- Experience troubleshooting POS stations remotely via software like TeamViewer
- Analytical experience to root cause of a problem
- Local Number Portability
- Wireless Number Portability
- Ability to work any day and time that we are open.
- Ability to work onsite at any location in the greater Atlanta area as assigned and requested.
- Porting experience or at least understands the concept
- Call Center work environment experience
- Adherence to schedule
- Call management
- Familiar with logging all activity into ticketing system
- Network troubleshooting a plus
- Understanding routing equipment like routers etc. CheckPoint firewall a plus .
- Ability to explain technical issues to non-technical personnel
Compensation : 17 / hr to $18 / hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.
Salary : $17 - $18
