Remote Help Desk Agent

Insight Global; United States; Remote; USD 22,000 - 31,000; Full time

Benefits offered by this job

Benefits from day one

Health, dental, vision insurance

401(k) after 90 days

Paid time off

Job summary

Insight Global's Fortune 500 client seeks Remote Help Desk Agents to provide 24/7 technical support to corporate associates. You will troubleshoot Windows, Office, VMware, desktops, and Macs, and log incidents in ServiceNow while meeting KPIs like talk time and first-contact resolution.

The role requires strong customer service, prior tech support or call center experience, and willingness to work any 8-hour shift including nights, weekends and holidays.

Qualifications

• 1+ year of call center or technical support experience.
• Experience with a ticketing system.
• Must complete mandatory 3-week training (Mon-Fri, 7:00 AM to 4:00 PM CST).

Responsibilities

• Provide 24/7 technical support to corporate associates.
• Troubleshoot Windows, Office, VMware, desktops, laptops, tablets, and Macs.
• Document incidents in ServiceNow and escalate complex issues.

Skills

Customer service

Clear communication

Adaptability

Tools

Ticketing system

ServiceNow

Job description

One of Insight Global's Fortune 500 clients is seeking Remote Help Desk Agents to provide 24/7 technical support to non-retail corporate associates. This Help Desk operates around the clock, and candidates must be available to work any assigned 8-hour shift, any 5 days out of 7, including days, evenings, overnights, weekends, and holidays. In this role, agents will serve as the first point of contact for associates experiencing technical issues and will troubleshoot and resolve problems related to Windows operating systems, Microsoft Office products, VMware environments, and hardware including desktops, laptops, tablets, and Macs. Agents will utilize ServiceNow to document incidents, track tickets, resolve issues, and elevate more complex problems as needed. This individual will work in a fast-paced, call center environment and will be measured on key performance metrics including talk time, calls resolved, adherence, quality scores, and overall productivity. Successful candidates will have strong customer service and communication skills, previous technical support or call center experience, and the ability to support users with varying levels of technical expertise. The hourly pay rate for this position is $19.00.

Required Skills & Experience

• 1+ year of call center or technical support/help desk experience
• Experience with a ticketing system
• Ability to fully commit to the mandatory 3-week training period (Monday through Friday, 7:00 AM to 4:00 PM CST)

Nice to Have Skills & Experience

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.