Service Desk Representative

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

Job summary

Insight Enterprises is seeking a Service Desk Representative to support desktop hardware, software, and telecom equipment. You will respond to inquiries via in-person, phone, email, and chat, helping users with issues and guiding correct usage of technology.

The role requires bilingual English/Spanish communication, a 2-year associate degree (or equivalent), and at least one year of helpdesk experience in a corporate setting. Overtime may apply.

Qualifications

• Two-year Associate Degree or equivalent experience required.
• Minimum of one year helpdesk experience in a corporate environment; two years preferred.
• Comprehensive knowledge of computer hardware/software concepts.
• Experience with Microsoft products and network/account management tools is required.
• Certifications such as MTA, A+, Network+ are preferred but not required.
• Ability to read, analyze, and interpret business/technical documents; strong written and verbal communication.

Responsibilities

• Respond to customer inquiries in person, by phone, email, and chat.
• Manage issues through multiple inbound requests (phone, email, chat, web forms, tickets).
• Instruct end users in proper use of equipment and software.
• Perform data entry and log calls, tickets, and chats per protocols.
• Troubleshoot hardware, software, network, and password issues; support Windows OS and peripherals.
• Research and resolve issues using available tools and reference materials.
• Proactively follow up on open issues and coordinate with team for resolutions.
• Perform other duties as assigned.

Skills

Bilingual English/Spanish

Helpdesk experience

Customer service

Data entry

Education

Associate degree

Tools

Microsoft Windows

MS Office

Ticketing systems

Job description

Requisition Number: 106815Must be Bilingual in SpanishSalary:$18.50/hr - you can receive overtime pay. It's provided on an as-needed basis by the business.Position OverviewThe 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 InsightEffectively 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 SpanishTwo-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 be able to 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 DemandsThe 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.Work EnvironmentThe 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.Posting Notes: Chandler || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || US - Chandler,AZ ||