Service Desk Representative (Remote)

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

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

What You’ll Need To Join Insight

• 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.
• Ability to effectively present information and respond to questions from groups of managers, customers, and other teammates required.
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.
• 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 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.
• Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
• Must have excellent customer service and interpersonal communication skills.
• Legally Authorized to work in the United States
• Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.
• Ability to write reports and/or business correspondence a must.

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.

• 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.
• While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone, and keyboard.

Work Environment

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 sit at a computer terminal for an extended period of time.
• Ability to work in a confined area.

Salary & Shifts

• Shift days are and hours are as follows with shift hours reflected on the time zone you reside in
• $17.50/hr and non-negotiable - you can receive overtime pay. It's provided on an as-needed basis by the business.

Tues - Sat

2P - 10:30P ET

1P - 9:30P CT

12P - 8:30P MT

11A - 7:30P AZT/PT

]]>