Job Description The role is responsible for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software. This position is 90% telephone and remote tool support. On occasion the Help Desk team supports walk ups, and/or staff located at the assigned facility. Day to Day:   * Answer incoming queue calls and voicemail messages, using department procedures, as requested or scheduled.   * Utilize the IT Service Desk electronic ticketing system Samanage, according to department procedures for the opening, closing, resolution, escalation, and tracking all user requests.   * Provide first-line support and resolution of all data/voice system problems and requests.   * Resolve at least 70% - 80% of all calls received, coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone.   * Administer AS400/Client Access user accounts and resolve MS Windows related printing issues Create knowledge-based articles and solutions to guide the end users and technicians through resolving issues. Update and dispatch assigned tickets daily in accordance with technicians and responsible parties. We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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 Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Must Haves:  · Associate's degree from a technical school, or similar technical training (or combo of education and experience)  · 3+ years total experience in helpdesk related role(s)  · Experience with hardware support, application, disk encryption, network connectivity, printers and IT security best practices   * Proven intermediate user-level hardware and software troubleshooting skills, including MS-DOS, Microsoft Windows 10, Microsoft Office 365, Chrome, Microsoft Edge, Anti-virus applications.   * Intermediate Networking skills and familiarity with printers, VPN and telephone systems.   * Occasional after-hours, nights, weekend, and holiday work is required. **Need help desk experience and work history that shows consistency and more time working with the company (versus 2 months here 6 months there, 6-month work gap, etc.). Plusses:  · Current CompTIA or HDI certification preferred null 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. 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 HR@insightglobal.com.