What are the responsibilities and job description for the Service Desk Technician position at Insight Global?
Job Description
-Assist end-user and IT specialist requests by phone, email and web with first-level technical support; working to resolve as many incidents at the Tier I level.
-Work with developers and other groups to resolve technical problems.
-Create, respond, and escalate tickets as necessary to the proper support groups. Each ticket must have troubleshooting documentation that explains the problem, the troubleshooting steps taken on the problem and the status or resolution to the problem.
-Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
-Follow set policies and procedures when assisting clients to ensure proper handling of requests.
-Contribute knowledge and updated information to maintain the Standard Operating Procedures and Training manuals for Tier I support.
-Assist in new hire training to ensure successful integration into the team.
-Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.
Required Skills & Experience
- Must have 3 years of IT Experience and comfortable being on the phones all day providing service desk and resolving 80 percent of issues on the first call.
-Must be willing to wait 4-5 weeks to start work
-Be willing to come on site 5 days a week and willing to work sometime between 6AM-9AM shifts
Salary : $28 - $33
