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Help Desk Technican

Company: Insight Global
Location: Indianapolis
Posted on: November 22, 2021

Job Description:

We are looking for a Help Desk Technician to support our Staff in the Indianapolis location. In this role, you will provide remote and local IT support by troubleshooting, diagnosing, variety of hardware and software. You will also assist in application support issues, such as software provisioning. Password resets. As an Techforce Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. This position requires an outgoing person with excellent communication skills who enjoys helping people and working in a team environment. Minimum RequirementsAround 2 years of experience in IT, or Related experience.Hardware troubleshooting, and software installation for laptops (Apple & Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with standard peripherals.User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu.TCP/IP networking support and troubleshooting of a corporate user and remote user environment with LAN, WAN, and VPN implementations globally.Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office, Gapps, Browsers,, etc.).FTP and Web Services Integrations.Provide excellent customer service and diffuse heightened end-user sensitivity.Ability to communicate technical information to both technical and non-technical personnel.Resolve user issues submitted via ticketing system, phone, chat, and email.Uses troubleshooting skills and experience to resolve many issues immediately.Escalate unresolved customer issues and recommend documented solutions and/or temporary alternative procedures to usersTrack all requests using our case management application.Satisfactorily complete a minimum number of tickets/period based upon group standards while maintaining satisfactory customer feedback.Actively participate in ongoing training of peers and onboarding of new team membersUnderstanding and adhering to security policies and corporate best practices.Solve complex incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.Partnering with senior members of the team to learn new skills, ask for help, and escalate as needed.Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task executionMaintain and demonstrate 100%Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.Training team members in formal and informal settings.Customer and technical support processes.Excellent verbal and written technical documentation skills Desired SkillsPolycom and Video Conferencing solutions experienceLinux support experienceSalesforce Certified AdminKnowledge of desktop securityExperience with macOS, Windows, iOS, and Android

Keywords: Insight Global, Indianapolis , Help Desk Technican, Other , Indianapolis, Indiana

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