Help Desk Technician at Insight Global in Madison, Wisconsin

Job Description:

• Provide first-level technical support to end-users via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Assist users with account setup, software installations, and system updates.
• Document and track issues using a ticketing system.
• Escalate complex issues to higher-level support when necessary.
• Maintain a high level of customer satisfaction by ensuring timely and accurate resolution of issues.
• Educate users on best practices and provide guidance on technical matters.
• Manage and prioritize multiple tasks and support requests independently.

• Associate's degree in a related field or 1-3 years of relevant experience.
• Strong customer service and interpersonal skills.
• Adept at troubleshooting and resolving technical issues.
• Ability to research and find solutions to unfamiliar problems.
• Self-sufficient and able to manage tasks with minimal supervision.
• Excellent communication skills, both verbal and written.
• Certifications such as CompTIA A+ are a plus.
• Familiarity with common operating systems (Windows, macOS, Linux) and office software.
• Physical hardware experience, including Dell systems and HP printers.
• Experience with cell phones, particularly iPhones.
• Knowledge of Active Directory.
• Basic Microsoft Office Suite and Windows troubleshooting skills.

• Experience with remote support tools and ticketing systems.
• Basic understanding of networking concepts.
• Ability to work well under pressure and in a fast-paced environment.
• Strong organizational skills and attention to detail.