IT Helpdesk Support Specialist

  • Raleigh, NC, USA
  • Full-time

Company Description

insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Job Description

insightsoftware is looking for an IT Helpdesk Support Specialist who will strategically address Corporate IT helpdesk tickets and provide a positive customer experience to our employees 
 
 

What You'll Do: 
 

  • Local and remote support of laptops and VM’s. Support our applications both on-prem or cloud-based, including email, VPN, collaboration software, and encryption software. 
  • Take ownership of assigned tickets and track to resolution while meeting SLA’s.  Create support tickets with our vendors/service providers to resolve issues reported by our employees. 
  • Comprehend basic Active Directory administration and be able to join/remove systems from a domain. Add network printers, help users connect to a wireless network, and/or troubleshoot network configurations. 
  • New starter setups and inductions 
  • Maintain and deploy our corporate image onto our laptops and be able to update Microsoft patches as well as various software updates. 
  • Supporting and troubleshooting all end-user hardware and associated peripherals and accompanying software  
  • Supporting any complex related desktop matters (escalating internally and externally where required) 
  • Answer questions in person, by phone/email, and using the help desk ticketing system. Triage incoming tickets and identify/escalate tickets that are critical. 
  • Document ticket resolution and write procedures for the helpdesk knowledge base. 
  • Upkeep of asset management tools to track company-owned hardware and software 
  • Involvement in project work 
  • Minimal travel will be expected 

 


  

Qualifications


What You'll Need: 

  

  • 1-3 years of experience in a similar role (Helpdesk support/technician) and have experience with helpdesk ticketing systems. 
  • Hands-on experience with laptop and server hardware troubleshooting, VOIP and phone technologies, anti-virus systems, and imaging/patching software. 
  • Ability to multi-task tickets and projects while maintaining a high level of customer satisfaction. 
  • Strong and effective written, verbal and presentation skills with the ability to collaborate with team members at all levels of the organization. 
  • Must have a strong diagnostic and problem-solving ability. 
  • Fast learner, self-starter, proactive, positive, creative, and flexible. 
  • People-oriented with excellent customer service and good communication skills, verbal and written with particular attention to detail 
  • Stays current with emerging technologies and industry best practices. 
  • Must be a team player willing to make every effort to make the team a success. 

Additional Information

All your information will be kept confidential according to EEO guidelines.