Service Desk Specialist

Job Responsibilities

1. Technical Support: Provide second-level technical support to end-users via phone, email, or in-person.

2. Issue Resolution: Troubleshoot and resolve hardware, software, and network issues promptly to minimize downtime and ensure operational efficiency.

3. Ticket Management: Manage service desk tickets, ensuring timely resolution and accurate documentation of all support activities.

4. Escalation Handling: Escalate complex issues to appropriate teams or vendors, following escalation procedures as necessary.

5. User Training: Assist end-users in understanding and utilizing IT systems, applications, and tools effectively.

6. Continuous Improvement: Identify recurring issues and contribute to the development of solutions or workarounds to improve overall service quality.

7. Documentation: Maintain accurate documentation of support processes, procedures, and solutions for knowledge sharing and future reference.

8. Compliance: Adhere to company policies, procedures, and industry regulations related to IT service delivery and data security.

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.

Skills and Requirements

1. Experience: Minimum of 2-4 years of experience in a similar role, preferably in a corporate IT environment or IT service provider.

2. Technical Skills:

• Proficiency in troubleshooting Windows and Mac operating systems.
• Knowledge of Active Directory, Entra (Azure), Microsoft Office Suite, and other common business applications.
• Demonstrated awareness of cybersecurity best practices, and familiarity with authentication and MFA capabilities
• Familiarity with remote desktop support tools and ticketing systems.

3. Certifications: Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, or HDI Service Center Analyst are preferred but not required.

4. Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely to non-technical users.

5. Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues independently or collaboratively.

6. Customer Focus: Customer-oriented mindset with a commitment to delivering high-quality service and support to end-users.

7. Adaptability: Ability to work effectively in a fast-paced environment, prioritize tasks, and adapt to changing priorities and technologies.

8. Education: Bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not required.

9. Geo: Frisco and Overland Park, on-site