Service Desk Representative

Insight Enterprises, Inc.•Chandler, AZ

1d•Onsite

About The Position

The Service Desk Representative provides support for desktop hardware, software, and telecommunications equipment and serves as a front line of support for Insight customers. The representative responds to customer inquiries in person, by phone, email, and chat, using strong verbal and written communication skills. The role is based in Chandler, Arizona, and requires bilingual English and Spanish proficiency. The representative manages and documents incoming support requests, responds professionally and promptly, instructs end users on equipment and software, and troubleshoots technical problems. The position may include on-site visits and requires follow-up on open issues and collaboration with teammates to identify resolutions and improvements. Overtime may be available on an as-needed basis, as business demands dictate.

Requirements

Bilingual in English and Spanish.
Two-year related associate degree or equivalent experience.
At least one year of helpdesk experience in a corporate environment.
Comprehensive knowledge of computer hardware and software concepts, including Microsoft products and network/account management tools.
Ability to diagnose and resolve moderately complex system hardware, software, network, and operator issues.
Ability to read, analyze, and interpret business or professional journals, technical procedures, or regulations.
Ability to write reports and business correspondence.
Ability to present information effectively and respond to questions from managers, customers, and teammates.
Excellent customer service and interpersonal communication skills.
Ability to work in a team environment and present a professional image.
Ability to multitask and be flexible with the assigned work schedule.
Ability to meet regular, predictable attendance requirements, including quarter-driven hours as business demands dictate.

Nice To Haves

Two years of helpdesk experience in a corporate environment preferred.
Related certifications such as Microsoft Technology Associate (MTA), A+, or Network+ preferred but not required.

Responsibilities

Manage issues received through in-person requests, phone calls, email, chat, web forms, and client tracking or ticketing databases.
Respond to customer requests in a timely and professional manner.
Instruct end users in the appropriate use of equipment, software, and reference materials.
Assist with technical support, including on-site visits as needed.
Accurately prioritize, categorize, track, and log calls, tickets, chats, and other requests according to client or internal protocols.
Troubleshoot and resolve issues involving hardware, software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.
Research and troubleshoot issues using available tools.
Navigate internal and external reference support materials.
Proactively follow up on open issues.
Work with team members to identify and suggest resolutions and improvements.
Perform other duties as assigned.