Support Desk Specialist IV

Job Description Provides first level support for all end-users via telephone, email or chat. Troubleshoots and resolves hardware, software and voice/data communication systems issues. Escalates calls when appropriate. Write concise, informative service tickets. Follow up on all tickets in a timely manner and pursue issues through resolution. Requires experience using ticketing systems and writing technical support reports and documentation. Must possess broad knowledge and proficiency with popular operating systems, application software, desktop and laptop computers, printers and networks. 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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 recruiting process, please send a request to HR@insightglobal.com.

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https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements 2+ years in IT support / service desk / help desk environment Hands on experience providing Level 1 / first line support via phone, email, and chat Strong troubleshooting skills across hardware, software, and basic network issues Experience using ticketing systems and writing clear technical notes/documentation Broad knowledge of Windows/macOS, common applications, desktops/laptops, printers, and networks Day to Day Serve as first point of contact for end user IT issues (phone, email, chat) Diagnose and resolve basic to moderate technical issues; escalate when needed Create, update, and manage service tickets with clear, concise documentation Follow up on open issues and own tickets through resolution Support and troubleshoot end user devices, applications, printers, and connectivity issues