IT Helpdesk Support Technician

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!

• 1-3 years of experience in a similar role (Helpdesk support) and have experience with helpdesk ticketing systems.
• Hands-on experience with Laptop and server hardware troubleshooting, VOIP and phone technologies (Skype for business), anti-virus systems, cryptography technologies and document management systems
• Ability to balance multi-task and multiple priorities while maintaining a high level of customer satisfaction.
• Must be a team player willing to make every effort to make the team a success.
• Strong and effective written, verbal and presentation skills with the ability to collaborate with team members at all levels of the organization.
• Must have strong diagnostic and problem-solving ability.
• Fast learner, self-starter, proactive, positive, creative, and flexible.
• Stays current with emerging technologies and industry best practices

• Local and remote support of desktop/laptops, phones, email, and various software programs (MS Office, Office365, VPN, telecommunications, and encryption software). Password resets, and domain sign on help.
• Install and remove software. Virus/malware removal. Basic Active Directory administration.
• Document ticket resolution and write procedures for the helpdesk knowledge base.
• Take ownership of assigned tickets and track to resolution. Meet SLA metrics. Create support tickets with our vendors/service providers to resolve issues reported by our users.
• Join and remove machines to the domain. Add network printers. Help users get on to the wireless network. Trouble-shoot for correct network configuration for pc's and business applications.
• Answer questions in person, by phone, and by email/help desk ticketing system. Triage incoming tickets, troubleshoot and document steps to resolve. Identify and escalate tickets that are critical. Configure laptops and desktops for addition to our environment and maintaining those in use.
• Join and remove machines to the domain. Add network printers. Help users get on to the wireless network. Trouble-shoot for correct network configuration for pc's and business applications.
• Minimal travel will be expected

Want to chat about your career goals and see if this is a good fit? Apply, and if you are a critical thinker with a passion for troubleshooting and providing excellent customer service, we'll be in touch to get the conversation started. In the meantime, head over to our Certent website to get to know us better.