Support Technician

Insight Global; Issaquah (WA); On-site; USD 34,000 - 43,000; Full time

Job summary

Insight Global is recruiting a Support Technician II to deliver tier I/II IT support across the organization, from warehouse to corporate offices. You will answer calls/emails, manage tickets, document steps, and assist with hardware imaging, AV setups, and on-site moves.

The role requires at least 1 year of IT support experience, possibly relevant certifications, and strong communication/customer service skills with the ability to work under pressure.

Qualifications

• 1+ year IT support experience (Service Desk, Help Desk, or Call Center) or equivalent training
• IT certifications preferred
• Knowledge of Windows OS, Mac OS X and Microsoft Office Suite
• Knowledge of PC and Apple devices and peripherals
• Excellent verbal and written communication skills
• Excellent customer service skills and phone etiquette
• Ability to work under pressure
• Ability to complete tasks thoroughly and timely
• Ability to thrive in a dynamic environment
• Ability to manage multiple concurrent projects

Responsibilities

• Provide IT support via phone/email with exceptional customer service
• Manage and track tickets in team and personal queues
• Document issue descriptions, troubleshooting steps, and resolutions
• Perform hardware imaging, deployment, maintenance, and tracking
• Remotely troubleshoot and diagnose issues
• Assist with meeting room AV setup and instruction
• Provide desk-side support and IT equipment moves
• Stay current with system information, changes and updates
• Occasionally work after-hours and weekends
• Perform other duties as assigned
• Comply with policies and standards

Skills

Customer service

Windows OS

Mac OS X

Microsoft Office

Verbal communication

Education

A+ certification

Net+ certification

CCENT

Microsoft certificates

Job description

I client of Insight Global's is looking for a Support Technician II that provides tier I and II technical support for the entire organization from the warehouse to the corporate office.

The Support Technician II works directly with Service Desk colleagues and other IT teams to

provide efficient and friendly support

What Will You Be Doing?

• Provide exceptional customer service while answering incoming calls/emails for IT-related support.
• Manage and track tickets in team and personal queue.
• Clearly document issue description, troubleshooting steps and resolution details in each support ticket.
• Perform hardware imaging, deployment, maintenance and tracking.
• Remotely troubleshoot and quickly diagnose issues.
• Assist with meeting room AV setup and instruction.
• Perform desk-side support and IT equipment moves as necessary.
• Stay current with system information, changes and updates.
• Occasional after-hours and weekend work may be required.
• Perform other duties as assigned.
• Comply with all policies and standards.

What Are We Looking For?

• At least 1 year of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent training
• IT certifications (A+, Net+, CCENT, Microsoft certs) preferred
• Knowledge of Microsoft Windows OS, Mac OS X, and Microsoft Office Suite
• Knowledge of PC and Apple devices and peripherals
• Excellent verbal and written communication skills
• Excellent customer service skills, as well as knowledge of proper phone usage and etiquette
• Ability to work well under pressure
• Ability to complete tasks in a thorough and timely manner
• Ability to thrive in a dynamic, constantly changing environment
• Ability and energy to work on multiple concurrent projects and switch focus as necessary

Salary Range: You`ll earn between $24.04 - $31.25 on an hourly basis, depending on experience.

Benefits packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.