Service Desk Representative

Insight Public Sector; Chandler (AZ); On-site; USD 21,000 - 30,000; Full time

Job summary

Insight Public Sector seeks a Service Desk Representative to support desktop hardware, software, and telecom equipment for Insight Customers. You will respond to inquiries in person, by phone, email, and chat, and must demonstrate strong verbal and written communication.

Responsibilities include handling inbound requests, instructing users, performing on-site visits as needed, and logging/ticketing activities.

Qualifications

• Two-year Associate Degree (field related) or equivalent experience required.
• Must have a minimum of one-year helpdesk experience in a corporate environment, two years preferred.
• Must have a comprehensive knowledge of computer hardware/software concepts.
• Read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
• Excellent customer service and interpersonal communication skills.

Responsibilities

• Effectively manage issues through multiple inbound requests (in person, phone, email, chat).
• Respond to all customer requests in timely and professional manner.
• Instruct end users in the appropriate use of equipment, software, and reference materials.
• Assist with all aspects of technical support, including on-site visits as needed.
• Data entry and ticketing: log calls, tickets, chats, and prioritize accordingly.
• Troubleshoot and resolve hardware/software, password resets, MS OS, security, and peripherals.

Job description

Salary:

• $18.50/hr - you can receive overtime pay. It's provided on an as-needed basis by the business.

Position Overview

The Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative, you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.

What you’ll do at Insight

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
• Respond to all Customer requests in timely and professional manner.
• Instruct end users in the appropriate use of equipment, software, and/or reference materials.
• Assist with all aspects of technical support, including on-site visits as needed.
• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.
• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.
• Research/troubleshoot issues using the tools available.
• Navigate internal/external reference support materials.
• Proactively following up on all open issues.
• Work closely with other team members to identify and suggest resolutions and improvements.
• Other duties as assigned.

What you’ll need to join Insight

• Bilingual: English and Spanish
• Two-year Associate Degree (field related) or equivalent experience required.
• Must have a minimum of one-year helpdesk experience in a corporate environment, two years preferred.
• Must have a comprehensive knowledge of computer hardware/software concepts.
• This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.
• Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.
• Must have a read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
• Ability to write reports and/or business correspondence a must.
• Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required.
• Must have excellent customer service and interpersonal communication skills.
• Must have the ability to work in a team environment and present a professional image.
• Must be able to multi-task and be flexible with assigned work schedule.

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.

Work Environment

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

Equal Opportunity Employer Statements

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Recruiter Policy

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.