What are the responsibilities and job description for the Tier 2 Desktop Support Technician position at Insight Global?
Insight Global is seeking a Tier 2 Help Desk technician to provide support for computer workstations, printers, peripherals, and mobile devices on-site in Atlanta, GA. This position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. You will work closely with other members of the Customer Support Service team as well as Product Development team to remediate reported client issues in a timely and professional manner. The successful team player will be knowledgeable of all products and expected to be a contributor to new product features and product testing. You are expected to troubleshoot problem areas (by telephone and via e-mail via ticketing system) in a timely and accurate fashion.
- Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, and peripherals in accordance with the program policies, procedures, and Knowledge Base Articles (KBAs).
- Perform software and hardware upgrades/repairs to existing equipment using current processes and provide recommendations for improvements.
- Directly answer the calls from the user as well as receive calls from Tier 1 agents to provide higher level of expertise to the end user, resolve tickets remotely with the goal to address user needs at first call resolution.
- Train users in accordance with the existing Knowledge Base Articles (KBA) on the proper use of hardware, software, and mobile devices.
- Monitor end user asset performance and take appropriate proactive corrective action whenever necessary.
- Identifies potential problems and understands when problems exist without being prompted.
- Works individually, actively participates on integrated teams and analyzes root causes and resolves issues.
Requirements:
- 3 years of professional IT experience providing software and hardware troubleshooting
- Experience utilizing ServiceNow for ticketing and JIRA for updates on project/task tracking
- Proficiency with Active Directory account management
- Prior experience supporting both Mac and Windows devices
Salary : $28 - $37
