Remote Service Desk Consultant

Job Description

Insight Global is looking for a Service Desk Specialist to support a large University system in Atlanta, GA.

This candidate will be joining the Service Desk team as an Analyst with an Account. The team is responsible for handling all major incidents throughout the university. The candidate in this role will be handling support via phone, chat, and tickets. Password resets, unlocking accounts, and dealing with phone issues are some of the most common issues they will be resolving. This team escalates any major issues to the Tier 2 Support Team.

The candidate responds to service requests and incidents over the phone, via ticketing system, chat, Zoom and maintains a strong understanding of OIT IT (Information Technology) functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) colleagues This position creates Major Incident Notifications (MINs/SIAs) to resolve issues and assign tickets to IT resources. They recognize patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. This position alerts SD management and staff resources to provide rapid responses to incidents, problems and outages.

Compensation: $18/hr to $19/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

Skills and Requirements

• Must be LOCAL to the state of Georgia
• 3+ years in a service desk/ IT customer service support role
• Experience handling major incidents over the phone, chat, and working through tickets
• Password resets, unlocking accounts, phone issues
• Customer Service skills (phone presence, friendly personality, etc.)
• Escalating major issues to Tier 2
• ServiceNow experience
• ITIL
• Working for a university environment

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 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 the recruiting process, please send a request to [email protected].