IT Service Technician

A client in New Orleans is looking to place a IT Service Desk Technician in Mobile, AL location. Use technical knowledge and trouble-shooting skills to assist end users with resolving problems, service requests, and incidents reported to the Service Desk by email, telephone, or in person. Perform remote analysis, diagnosis, and resolution of complex computer and software related issues. Ensure all Service Desk requests, incidents, and problems are entered into ticket tracking system with accurate, detailed information. Perform follow-ups with end users to ensure proper resolution and customer satisfaction. Escalate requests, incidents, problems to appropriate team members, subject matter experts
and supervisors. Provide outstanding customer service to our business and end users. Present professional appearance, maintain organized personal work space, excellent work ethic and attitude. Follow firm and industry standard processes and procedures that utilize the framework of industry best practices (ITIL v3, HDI) to meet the needs of the firm. Provide root cause analysis for incidents reported to the Service Desk Provide support for firm software, laptop and desktop hardware, thin client hardware, laptop hardware, peripherals, handheld devices (iPhone, iPad, MaaS360 Mobile Device Management, ActiveSync) Setup video conferences and teleconferences on daily basis Maintain documentation and contribute to knowledge (Wiki) Work a rotating after-hours support schedule. Some travel is required.

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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- Bachelors degree in Information Systems,
Management OR experience working on a help desk or service desk role
- Some experience with customer service and training
- Communicate and explain technical issues to non-technical customers
- Possess exceptional trouble-shooting skills and knowledge of industry tools used
to diagnose and resolve desktop, network, laptop, handheld issues
- Expert knowledge of desktop operating systems including Windows XP and Windows 7.
- Expert knowledge of desktop hardware, laptop hardware, wireless technology, PDA (iPhone and
iPad)
- Expert knowledge of the Microsoft Office Suite (2016)
Expert knowledge of desktop deployment and hardware rollouts.
- Knowledge of Incident Management and Request Fulfillment
- Working knowledge of remote connectivity technologies such as Citrix and VPN.
- Knowledge of networking technologies as they relate to troubleshooting end user issues

IManage experience

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.