Help Desk Specialist

Insight Global; Hapeville (GA); On-site; USD 21,000 - 25,000; Full time

Job summary

Insight Global is seeking an IT Helpdesk Agent for a 12-month contract in Hapeville, GA. The role requires 1–3+ years in helpdesk or call center, strong Microsoft Office skills, and excellent written and verbal communication. Onsite three days per week; weekends may be required.

Salary is $15–$18 per hour W2. You will support operators, team members, and restaurants by logging issues in ServiceNow, managing tickets, making outbound updates, and performing basic hardware/software troubleshooting

Qualifications

• 1–3+ years experience in helpdesk or call center environment
• Proficiency in Microsoft Office
• Strong interpersonal skills
• Customer Service Experience
• Strong Written and Verbal communication skills required
• Office-based role requiring three days per week in the office

Responsibilities

• Support Now provides support by making it easy for our Operators, Team Members, and Business Partners to get answers, solve problems, and identify opportunities.
• IT Helpdesk Agents are responsible for providing support for all technologies used by our Franchisees.
• Provide an effortless customer experience through online or phone response to make it easy for restaurants to get answers and solve problems by:
• Utilizing ServiceNow ticketing system to communicate and thoroughly document issues and opportunities.
• Manage ticket queue daily to make sure all tickets are updated and resolved effectively
• Make outbound calls to restaurants and other stakeholders as needed to resolve issues, provide updates, and complete follow-up.
• Diagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platforms.
• Using KCS methodology, contribute to the knowledge base by flagging articles for updates.
• Follow all Standard Operating Procedures.
• Advocate for the restaurants and own issues until completion.
• Maintain restaurant and business acumen by attending all required training sessions to adequately support the platforms and restaurants.
• Support departmental goals such as Quality, Customer Satisfaction, and other key metrics.
• Adhere to published work schedule and maintain excellent attendance.
• Possess a flexible mindset to support technology advancements and shifting business needs.

Skills

Helpdesk experience

Microsoft Office

Interpersonal skills

Customer service

Written and verbal communication

Office 365

Education

Associates or Bachelor’s Degree in Information Technology or related field

Tools

ServiceNow

Job description

Duration

12 months contract; 6 month extension possible

Onsite 3 days a week – Hapeville, GA 30354

Shift

Need candidates who are flexible with different shifts and weekends

Compensation

$15-18hr W2

Required

• 1-3 + years experience in helpdesk or call center environment
• Proficiency in Microsoft Office
• Strong interpersonal skills
• Associates or Bachelor’s Degree in Information Technology, Computer Information Systems, Business, Marketing, or related field
• Customer Service Experience
• Strong Written and Verbal communication skills required
• This role requires three days per week in the office during the Monday–Friday work week.

Day to Day

Support Now provides support by making it easy for our Operators, Team Members, and Business Partners to get answers, solve problems, and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operations support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where we are headed tomorrow.

IT Helpdesk Agents are responsible for providing support for all technologies used by our Franchisees. IT Agents look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other.

Provide an effortless customer experience through online or phone response to make it easy for restaurants to get answers and solve problems by:

• Utilizing ServiceNow ticketing system to communicate and thoroughly document issues and opportunities.
• Manage ticket queue daily to make sure all tickets are updated and resolved effectively
• Make outbound calls to restaurants and other stakeholders as needed to resolve issues, provide updates, and complete follow-up.
• Diagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platforms.
• Using KCS methodology, contribute to the knowledge base by flagging articles for updates.
• Follow all Standard Operating Procedures.
• Advocate for the restaurants and own issues until completion.
• Maintain restaurant and business acumen by attending all required training sessions to adequately support the platforms and restaurants.
• Support departmental goals such as Quality, Customer Satisfaction, and other key metrics.
• Adhere to published work schedule and maintain excellent attendance.
• Possess a flexible mindset to support technology advancements and shifting business needs.