L1 Desktop Support

Provides strategic and operational support to the ITI (Information Technology Infrastructure) Technical Operations (Tech Ops) team. The Technical Operations Technician is responsible for providing software and hardware technical support to the end-user community. Responsibilities include involvement in client installations, day to day asset management, vendor warranty repairs, networking, audio visual, and participation in projects to meet local and company-wide initiatives. Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues. The ability to assist with projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success.

Provide first level desktop support, which includes centralized incident, problem, and service request resolution for customers.

Maintain, analyze, troubleshoot, and repair computer systems and peripherals.

Represent the interests of our customers by providing support and appropriate escalation to the Tech Ops Lead technician.

Participate on projects that require Tech Ops involvement.

Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and knowledge sharing.

Document changes of IT assets such as status and ownership.

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

Generic Plusses

Prior Experience with ServiceNow

Wireless troubleshooting support

Remote Support skills

Software Plusses

Active Directory

ServiceNow

Azure / Enrta ID

InTune

Citrix Cloud Monitoring

Citrix

One Note

One Drive

Microsoft Teams

Entry level, 1-3 years' experience with hands on support

Must have or be in the process of obtaining an A+

Windows 11 environment

Experienced with Active Directory

Hardware and Software support

Office Suite Knowledge

Customer service focused personality, ability to follow instructions, positive attitude

Onsite, hands on desktop support

Basic networking experience

Travel to a surrounding store or DC as needed (occasionally, project based work)

Able to lift 50+lbs