Service Desk Technician

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

• 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 escalate * 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