Help Desk Technician

Insight Global; Atlanta (GA); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Insight Global in Atlanta, GA is looking for a technical support professional to serve as the first point of contact for software and hardware issues. You will assist customers by resolving their technical problems while maintaining exceptional customer service.

The position requires you to handle 35-40 calls a day and have at least two years of experience in a direct support help desk role. A+ Certification is required to be considered for this role.

Qualifications

• Two years of experience in a direct support help desk environment.
• Experience taking 35-40 calls/day.
• Exceptional Customer Service skills.

Responsibilities

• Acts as the single point of contact for technical resolution.
• Provides first call resolution for technical problems.
• Supports staff, parents, patients, physicians, visitors, and partners.

Skills

Customer Service

Problem-Solving

Critical Thinking

Service Now

Remote Troubleshooting Tools

A+ Certification

Job description

Note: Onsite for the first 6 months and then 2-3 days remote

Required Skills & Experience

Two years of experience in a direct support help desk environment

Experience with Service Now or other large ticketing systems

Experience using remote tools to troubleshoot

Experience taking 35-40 calls/day

A+ Certification Required

Exceptional Customer Service

Critical Thinking and Problem‑Solving Skills

Nice to Have Skills & Experience

Experience working in healthcare

Technical AI understanding - bots helping resolve tickets

KCS certification

Experience with Service now

Job Description

Acts as single point of contact for staff, parents, patients, physicians, visitors, and community partners seeking technical resolution for supported software and hardware. Provides first call resolution for customers’ technical problems while providing exceptional customer service.