Help Desk Specialist

Insight Global; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Insight Global in New York is hiring a PC Technician to provide high-level support for clients. This role involves installing and upgrading hardware, managing tickets, and ensuring timely support delivery.

The successful candidate will work closely with the Service Desk and support teams to meet service expectations. This is a full-time onsite position, Monday through Friday from 8-5 with occasional on-call duties.

Qualifications

• Experience working with PC hardware devices, Lenovo preferred.
• Ability to troubleshoot hardware including imaging, reimaging, upgrading and system changes.
• Experience working with a ticketing system (SNOW preferred).

Responsibilities

• Ensure high level of support for clients and visitors.
• Coordinate and provide support activities including installs and upgrades.
• Monitor, respond to, and resolve tickets in line with SLAs.

Skills

Experience with PC hardware devices

Ability to troubleshoot hardware

Experience with ticketing systems

Experience in Microsoft and Windows

Strong ITSM tools knowledge

Job description

• Experience working with PC hardware devices, Lenovo preferred
• Ability to troubleshoot hardware including imaging, reimaging, upgrading and system changes
• Experience working with a ticketing system (SNOW preferred)
• Experience in Microsoft and Windows
• Strong hands on work with ITSM tools and ServiceDesk knowledge

Pluses:

• Experience with telecom systems

Day-to-Day

• The PC Technician role is to ensure a high level of support for clients and visitors. This individual will coordinate and provide support activities, including install and upgrades, remote and hands-on support for clients.
• They will work closely with the Service Desk, the Support Lead(s) and on-site peers to ensure support is provided in a timely and very professional manner.
• The PC Network Technician will work closely with assistants and VIP Support Team to co-ordinates and ensure service and support is aligned with calendars of senior management and VIPs where relevant.
• Using ITSM tools, this person will ensure tickets are monitored, responded to and resolved in line with SLAs, and ensure that client expectations are managed.
• This person will be responsible for timely follow-up of all open and closed tickets and identification of process improvement steps where appropriate.
• This is a full time onsite position required Monday-Friday from 8-5 with once a month on call.