IT Support Technician

Insight Global - Phoenix, AZ

Full-time

Phoenix, AZ

Administrative and Support Services

About the position

A large online higher educational institution is seeking an IT Support Technician to provide support to internal university employees with their personal computers and associated networks, hardware, software, or peripherals. This role primarily involves remote work, but the ideal candidate must be within a reasonable commuting distance to the Phoenix Metro area to provide in-person assistance at the on-campus tech bar when necessary. The primary focus of this position is to support a team that predominantly uses Windows devices, although there are some Mac users, making experience with both operating systems essential. The IT Support Technician will be responsible for answering phone calls, responding to emails, managing support tickets, and handling chat inquiries. Effective communication skills are crucial, as the role requires interaction with users both remotely and in person. A background in customer service or related skills is highly desirable, as the technician will be the first point of contact for employees seeking technical assistance. The successful candidate will be expected to troubleshoot various technical issues and provide solutions in a timely manner, ensuring a smooth operational environment for university staff.

Responsibilities

• Provide technical support to internal university employees for personal computers and associated networks, hardware, software, or peripherals.
• Answer phone calls, respond to emails, manage support tickets, and handle chat inquiries from users.
• Provide in-person assistance at the on-campus tech bar when necessary.
• Troubleshoot basic PC issues and provide solutions through various communication platforms.
• Communicate effectively with users to understand their technical issues and provide appropriate support.

Requirements

• High School diploma or GED.
• Two years of technical experience in help desk, desktop support, or IT support-related positions.
• Ability to perform basic PC troubleshooting through phone calls, emails, chat inquiries, and handling support tickets.
• CompTIA A+ or Microsoft Certified Desktop Support Technician certification.
• Experience using Jira or Active Directory as a ticketing system.
• Customer service or related experience in the past.
• Proven knowledge and skills in Microsoft Office 365, Antivirus, Virtual Desktops, Web-based Applications and Services, macOS X, and Apple devices troubleshooting.
• Successful completion of one or more courses in core Microsoft Technologies (MCDST, MCSE, or MCP).