Service Desk Technician

Insight Global (United States); Atlanta (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

Insight Global is seeking a Service Desk Technician to join one of our clients’ IT support teams. This role provides Tier 1 technical support to internal employees, primarily over the phone, troubleshooting Windows, hardware, software, and account access.

You will triage tickets, document incidents in ServiceNow, and escalate complex issues. A patient, coachable, and customer-focused approach is essential, with on-call rotation after 6 months.

Qualifications

• 1-3+ years in Service Desk, Help Desk, or Desktop Support
• Strong Windows troubleshooting experience
• Experience with Active Directory and basic user/account administration
• Experience troubleshooting laptops, hardware, software, and connectivity issues
• Experience working within a ticketing system such as ServiceNow
• Strong phone-based customer service and communication skills
• Ability to troubleshoot independently while knowing when to elevate
• Patient and empathetic approach to end users
• ServiceNow experience
• Five9 experience
• Exposure to high-volume internal users

Responsibilities

• Provide Tier 1 technical support to internal employees
• Troubleshoot Windows laptops, applications, hardware, and access issues
• Triage incoming calls and tickets and work toward first-call resolution
• Document incidents and resolutions within ServiceNow
• Escalate complex issues to senior Service Desk resources when needed
• Provide a white-glove support experience focused on patience, empathy, and problem solving
• Participate in an on-call rotation after becoming fully trained after 6 months

Skills

Customer service

Communication

Tools

ServiceNow

Five9

Active Directory

Job description

Job Description

Insight Global is looking for an Service Desk Technician to join one of our clients’ IT support teams. This individual will provide Tier 1 technical support to internal employees, primarily over the phone, while troubleshooting Windows, hardware, software, account access, and general desktop issues. The ideal candidate is patient, coachable, technically curious, and passionate about providing white-glove customer service.

Day to Day

• Provide Tier 1 technical support to internal employees
• Troubleshoot Windows laptops, applications, hardware, and access issues
• Triage incoming calls and tickets and work toward first-call resolution
• Document incidents and resolutions within ServiceNow
• Escalate complex issues to senior Service Desk resources when needed
• Provide a white-glove support experience focused on patience, empathy, and problem solving
• Participate in an on-call rotation after becoming fully trained after 6 months

Skills and Requirements

• 1-3+ years of Service Desk, Help Desk, or Desktop Support experience
• Strong Windows troubleshooting experience
• Experience with Active Directory and basic user/account administration
• Experience troubleshooting laptops, hardware, software, and connectivity issues
• Experience working within a ticketing system such as ServiceNow
• Strong phone-based customer service and communication skills
• Ability to troubleshoot independently while knowing when to elevate
• Patient, empathetic, and determined approach to supporting end users
• ServiceNow experience
• Five9 experience
• Experience supporting high-volume internal users
• Exposure to Priority 1 outages or incident/bridge support

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].