Deskside Support Technician

Insight Global; Goodyear (AZ); On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Insight Global is seeking an IT Support Specialist to handle Tier 2 and 3 IT support for a global logistics customer. You will work with ServiceNow, end-user devices, and troubleshoot hardware, software, and networking issues in a warehouse setting.

Strong communication and customer service skills are essential as you train users on Office applications and collaborate with IT staff. Night shifts Friday–Tuesday may be required.

Qualifications

• 2+ years of experience supporting end-user equipment and telephony equipment.
• 2+ years installing, troubleshooting and supporting corporate AV equipment and desktop PCs.
• 3 years of warehouse experience supporting end-use equipment.

Responsibilities

• Troubleshoot Tier 2 and 3 escalated issues.
• Manage ITSM tickets and track workload.
• Troubleshoot hardware, software and network issues on laptops, PCs, thin clients, and mobile devices.
• Train end users on Microsoft Office applications including Office 365 and Outlook.
• Lead site IT projects and equipment deployments.
• Create batch files or PowerShell scripts for asset management.

Skills

End-user support

Hardware troubleshooting

Networking troubleshooting

RF scanners

Android devices

PowerShell scripting

Customer service

Communication skills

Education

CompTIA A+ Certified

N+ Network certification

Tools

SCCM

Active Directory

Office 365

Outlook

ITSM ticketing tools

Job description

Job Description

Insight Global is looking for an IT Support Specialist to support a global logistics customer. This person will be responsible for handling break-fix requests via ServiceNow on a daily basis. This technician will be in charge of all Tier 2 and Tier 3 IT support in the warehouse, which includes end-user support, troubleshooting, and training on Microsoft Office applications such as Office 365 email and Outlook. The majority of incidents will be hardware-related, such as PCs and printers, but they may also involve networking and software issues. In this role, customer service is critical because this individual will work closely with the company's clients and IT staff. Some days, this individual may be required to work beyond their scheduled shift or come in on off days during peak hours, necessitating flexible work hours. The ideal candidate will be self-disciplined, a strong individual contributor, and possess excellent communication skills.

Day to day

• Troubleshoot and resolve Tier 2 and 3 escalated technical issues
• Maintain and manage workload through computerized ITSM ticketing and tracking system
• Troubleshoot hardware, software and networking issues on laptops, PCs, thin clients, and mobile devices
• Use SCCM, Active Directory, and other diagnostic and remediation utilities to identify, diagnose and correct issues
• Support, troubleshoot and train end users on Microsoft Office applications, including Office 365 email and Outlook
• Perform daily walks around the warehouse or plant and perform equipment inspections and preventive maintenance Manage and maintain an inventory of assets to ensure asset readiness to minimize incident impact and downtime
• Help create and maintain IT processes and procedures to support the site; lead local project management for site technical refreshes, end-user equipment deployments for expansions, and end-user equipment deployments for site startups
• Perform installation, upgrades, maintenance, basic troubleshooting, and repair of various software, as well as computer devices, mobile phones, scanners, network equipment, printers, telephones, etc.
• Maintain exceptional service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends and recommending system improvements
• Make technical recommendations to site leadership regarding problems, projects and releases
• Create batch files or PowerShell scripts for asset management and incident resolution

Night Shift Schedule: Monday - Friday 7 PM - 5 AM PST

Pay Rate: 29-30/hr.

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 [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

2+ years of experience supporting end-user equipment and telephony equipment including RF scanners, computer software and hardware

2+ years of experience installing, troubleshooting and supporting corporate AV equipment; building, deploying and troubleshooting desktop computers in a corporate environment; telephony equipment and Microsoft Windows OS

Experience installing, troubleshooting, building, and deploying desktop computers in a warehouse environment

3 years of Warehouse experience supporting end-use equipment

• Ability to troubleshoot and configure RF devices or other handheld terminals, Android PCs and tablets, and printers (multifunction, laser, fax, barcode label, dot matrix and high-volume scanners)
• Ability to walk up to 10k steps during a shift
• CompTIA A+ Certified
• N+ Network certification