Tier 2 Help Desk

Dallas, TX, United States

Job Description

One of Insight Global's government clients is looking for a Tier 2 Help Desk technician to provide support for computer workstations, printers, peripherals, and mobile devices. In this position, you are expected to pose exceptional communication skills, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. You will work closely with other members of the Customer Support Service team as well as Product Development team to remediate reported client issues in a timely and professional manner. The successful team player will be knowledgeable of all products and expected to be a contributor to new product features and product testing. You are expected to troubleshoot problem areas (by telephone and via e-mail via ticketing system) in a timely and accurate fashion.

Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, and peripherals in accordance with the program policies, procedures, and Knowledge Base Articles (KBAs).

Perform software and hardware upgrades/repairs to existing equipment using current processes and provide recommendations for improvements.

-Directly answer the calls from the user as well as receive calls from Tier 1 agents to provide higher level of expertise to the end user, resolve tickets remotely with the goal to address user needs at first call resolution.

Train users in accordance with the existing Knowledge Base Articles (KBA) on the proper use of hardware, software, and mobile devices.

Monitor end user asset performance and take appropriate proactive corrective action whenever necessary.

Identifies potential problems and understands when problems exist without being prompted.

Works individually, actively participates on integrated teams and analyzes root causes and resolves issues.

Annual Salary $58,000-$61,000

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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 recruiting process, please send a request to [email protected] .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

Associate degree with 3+ years of experience. Additional years of relevant experience will be considered in lieu of a degree.

Competency in ServiceNow ITSM tool.

Proficient in Active Directory account management.

Proficient in utilizing JIRA to provide updates to projects/tasks.

Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.

Experience installing, configuring, and troubleshooting hardware, software, and peripherals. (Windows, Mac & IOS devices)

Experience working in a team-oriented, collaborative environment.

Demonstrated ability to work independently to perform responsibilities effectively and efficiently.

Demonstrate strong analytical and problem-solving skills.

Ability to communicate technical concepts to technical and non-technical audiences.

Aptitude and enthusiasm for learning and teaching new technologies.

Ability to establish and maintain productive working relationships with all levels of staff and the customer.

Collaborative and works as part of a team to successfully achieve common goals.

Empathetic, honoring the consumer and what they are feeling.

Passionate about helping others.

Self-Confident and able to diplomatically express views that may be unpopular.

Actively Listens and can quickly distill provided information and insights.

Conscientious, organized, and dependable; always meets deadlines and commitments.

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered. - Technical Certifications in any one of: MCP, Dell/EMC, CompTia A+, Network+ null

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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. 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 [email protected].