IT Support - Bench Tech - CT

Insight Global; Wilton (CT); On-site; USD 46,000 - 52,000; Full time

Job summary

Insight Global is seeking an on-site Desktop Support Technician in San Diego, CA to provide hands-on technical assistance to users. You will configure, troubleshoot, and support desktops, laptops, peripherals, and mobile devices, while following IT standard processes and maintaining license compliance.

You will handle Tier 1/2 support, document knowledge base articles, and ensure high levels of customer service and timely resolutions.

Qualifications

• 4 years of relevant experience.
• Excellent written and verbal communication skills.
• Experience with computer build-out and setup; imaging, application installs, and configuration, etc.
• Excellent customer service skills, with an advanced understanding of customer relationship building.
• Excellent troubleshooting skills.
• Self-motivated team player with excellent interpersonal and communication skills.
• Able to effectively interface with customers, vendors, and Network Services.
• Experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 & Windows 10.
• Audio/Visual Experience

Responsibilities

• Provide desktop, network, and application support to end users.
• Perform hardware and software installation, troubleshooting, and maintenance.
• Diagnose and resolve hardware/software issues in a timely manner.
• Assist with imaging, configuration, and setup of new devices.
• Maintain knowledge base and document resolutions for common issues.
• Provide remote and on-site support as needed.

Skills

Troubleshooting

Customer service

Communication

Windows 7/10

Tools

Office 365

Microsoft Windows

Imaging

Job description

Job Description

Insight Global is looking for an on-site desktop support technician in San Diego, Ca. This person provides technical assistance to computer users. Configures troubleshoots and supports desktops/laptops, peripherals, and cell phones. Answers questions and resolves computer problems for clients in person, via telephone or electronically. Provide assistance concerning the use of computer hardware and software, including printing, installation, office products, electronic mail, and operating systems. Follows all IT standard processes and procedures along with monitoring license compliance. Provides support of 7/24 Global Support process by serving as Tier 1 / Tier 2 point of contact and owner of problem/incident.

The role is to support and maintain in-house computer systems, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The individual will also troubleshoot problem areas in a timely and accurate fashion, and provide end-user training and assistance where required.

DUTIES AND RESPONSIBILITIES

• Able to demonstrate leadership skills and take ownership of customer issues reported and provide escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times.
• Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
• Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction
• Commitment to documenting knowledge in the form of knowledge base tech notes and articles
• Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner
• Assists with the installation, configuration, and ongoing usability of desktop computers, peri! pheral equipment, and software within established standards and guidelines.
• Follows all IT standard processes and procedures along with monitoring license compliance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Logs all customer requests and updates calls utilizing the designated call handling and tracking system.
• Provides Helpdesk, Deskside, and Walkup hardware and software support as needed.
• Provides support of 7/24 Global Support process by serving as tier 1/2 first point of contact and owner of problem/incident.
• Provides general knowledge of all Customer standard products as defined per engagement.
• Performs other duties as assigned.

Approx. Pay Range: $22-25

Skills and Requirements

• 4 years of relevant experience

• Excellent written and verbal communication skills.

• Experience with computer build-out and setup; imaging, application installs, and configuration, etc

• Excellent customer service skills, with an advanced understanding of customer relationship building.

• Excellent troubleshooting skills.

• Self-motivated team player with excellent interpersonal and communication skills.

• Able to effectively interface with customers, vendors, and Network Services.

• Experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 & Windows 10

• Audio/Visual Experience

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to [e-mail].