IT Service Desk Representative - Tier I

Job Description

Requisition Number: 78160

Position Overview

The IT 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

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

What you’ll need to join Insight

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

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.

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

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

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here .

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology SolutionsTM and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com.

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 21 countries providing Insight Intelligent Technology SolutionsTM for organizations across the globe
• $9.2 billion in revenue in 2018*
• Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
• 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider
• Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

* Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com .

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: West Chester || Pennsylvania (US-PA) || United States (US) || None || None || US - Philadelphia, PA ||