Job Description

　　Logs all support requests (received by phone, e-mail, etc.) in ServiceNow application.

　　Classifies and categorizes incidents; prioritize incidents to ensure timely resolution through the

　　established escalation process; dispatch requests to external service providers as required.

　　Collects and/or updates contact information from clients when opening or updating tickets; respondingto client requests to troubleshoot and resolve hardware and software issues, diagnosing and identifying

　　issues.

　　Aids clients by recommending the most effective utilization of network, telephony, computers andapproved software.

　　Utilizes remote control tools to resolve hardware and software issues.

　　Provide first level of support to all IT hardware and system in the location.

　　Maintain the location server room.

　　Perform hardware and software installations, move add and changes (IMAC).

　　Support for Mobile Devices (iPhone, iPad, Android, etc.).

　　Support stands alone and network printers, including print queues, if required.

　　Support IP Telephony IMAC.

　　Support building security systems technology.

　　Support meeting room audio and video equipment including general maintenance activities; Pre-meeting

　　and in-room conference room troubleshooting, and testing of audio / visual equipment as needed.

　　Hands and eyes support for on-site server, storage, backup/recovery, network, and other data centerequipment if necessary.

　　Skills and Requirements

　　7+ years of experience in a technical support, help desk, network support position.

　　Field Operation experience is desired for this position.

　　Preferred certifications include MCP, Network+.

　　Strong technical background and customer support oriented.

　　Billingual in Spanish

　　Professional, strong work ethic 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.