Service Desk Representative Sr

Job Title: Senior Service Desk Technician

Position Overview: We are seeking dedicated and skilled Senior Service Desk Technicians to join our team. This role serves as a bridge between basic Service Desk support and more advanced technical troubleshooting, focusing on resolving moderately complex issues that would otherwise escalate to Level 2 Field Services or specialized technical teams. The ideal candidate will have a strong technical background, excellent customer service skills, and the ability to work collaboratively in a dynamic environment.

Key Responsibilities:

Technical Support:

• Troubleshoot hardware and software issues, including Microsoft OS, Office 365, email clients, and peripherals.

• Resolve password resets, user access issues, and basic network connectivity problems.

• Use remote tools (e.g., Bomgar, RDP, DEX, ServiceNow) for diagnosis and resolution.

• Escalate unresolved issues to Level 2/3 support following standard operating procedures.

Customer Service:

• Respond to inquiries via phone, email, chat, and self-service portals.

• Provide clear instructions and guidance to end users.

• Maintain high customer satisfaction through timely and professional communication.

Ticket Management:

• Accurately log, categorize, and prioritize tickets.

• Manage escalated tickets from Level 1 and ensure timely resolution.

• Track ticket aging and follow up with users as needed.

• Coach Service Desk technicians on knowledge transfer to drive success within the team.

Knowledge Management:

• Update and maintain knowledge base articles.

• Document new processes and resolutions.

Collaboration:

• Work closely with Service Desk L1, Enterprise Field Services, and SMEs to acquire and share knowledge and resolution paths.

• Participate in continuous improvement meetings and share feedback.

Qualifications:

Education & Experience:

• Associate degree in Information Technology, Computer Science or related field, or equivalent experience.

• At least 5 years of Service Desk experience supporting remote enterprise users; insurance industry background preferred.

• Experience with desktop support and end-user device troubleshooting.

Technical Skills:

• Proficiency in Windows OS, Active Directory, Microsoft 365, Remote Desktop Support (CPC and RDP), and basic networking (DNS, DHCP, VPN).

• Expertise in troubleshooting with the Microsoft Office 365 Suite and SharePoint.

• Experience with Multi Factor Authenticator applications like DUO, MFA on Mobile devices (iOS, Android).

• Intermediate skills in troubleshooting Network connectivity.

• Experience with desktop support, including hardware diagnostics, peripheral setup, and software installation.

• Experience with ticketing systems like ServiceNow and remote access tools like Bomgar.

• Ability to use remote access tools for troubleshooting and resolution.

• Understanding of ticketing systems and SLA management.

Communication & Interpersonal Skills:

• Proficiency in both spoken and written English.

• Ability to interpret technical terms into solutions.

• Strong verbal and written communication.

• Ability to interpret technical procedures and write documentation.

• Excellent customer service and teamwork skills.

Certifications (Preferred):

• A+, Network+, Microsoft Technology Associate (MTA).

Work Hours:

• Regular Hours: Work hours must align with US time zones to support clients effectively during their business hours.

• Special Projects: Candidates must be flexible with their work hours and able to adapt quickly to special project requirements.

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 .

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ 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 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work