Service Desk Representative

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

Job summary

Insight in Chandler, AZ is seeking a Service Desk Representative fluent in English and Spanish to support desktop hardware, software, and telecom equipment. The role serves as the front line for Insight Customers, handling inquiries in person, by phone, email, and chat.

You will manage issues through various channels, perform data entry, troubleshoot, and coordinate on-site visits. A two-year degree or equivalent experience and at least one year in a corporate helpdesk are required; Microsoft

Qualifications

• Two-year Associate Degree (field related) or equivalent experience required.
• Minimum one year of helpdesk experience in a corporate environment; two years preferred.
• Comprehensive knowledge of computer hardware/software concepts.
• Familiarity with Microsoft products and network/account management tools.
• Related certifications such as MTA, A+, Network+ are preferred but not required.

Responsibilities

• Handle inbound requests in person, by phone, email, chat, and queue.
• Respond to customer inquiries promptly and professionally.
• Guide end users in proper use of hardware, software, and reference materials.
• Assist with on-site visits as needed and data entry for tracking tickets.
• Troubleshoot hardware/software, password resets, and network issues.
• Collaborate with teammates to identify resolutions and improvements.

Skills

Bilingual English/Spanish

Verbal communication

Written communication

Troubleshooting

Education

Two-year Associate Degree or equivalent experience

Tools

Microsoft products

Network/account management tools

Ticketing systems

Client tracking/ticketing databases

Job description

Select how often (in days) to receive an alert:

Service Desk Representative

Chandler, AZ, US, 85244

Requisition Number: 106815

Must be Bilingual in Spanish

$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 comprehensive knowledge of computer hardware/software concepts.

Must have a comprehensive knowledge of computer hardware/software concepts.

Must have a comprehensive knowledge of computer hardware/software concepts.

Must have a comprehensive knowledge of computer hardware/software concepts.

Must have a comprehensive knowledge of computer hardware/software concepts.

Physical Demands

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

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.

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.