Insight Investments Corporate Office - Costa Mesa, CA

Sr. Support Specialist

Job Locations US-NJ-Matawan
Job ID
2020-1488
Type
Regular Full-Time
Division
Red8

Responsibilities

As Sr. Support Specialist, you will be working in a fast-paced environment, and responsible for first tier supporting workstations, hardware, IMACD, and software. Manage users onboarding and offboarding, hardware asset inventory, and Windows OS Imaging.  This position will also handle Sr. Executive Support.

 

  • Serve as the first point of contact for customers seeking technical assistance over the phone, via email, IM or ticketing system
  • Perform onsite and remote technical support through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers 
  • Walk the customer through the problem-solving process
  • Escalate unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Document events and problems and their resolution in the ticketing system
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements opportunities
  • Handles end-user requests for hardware and software for supported clients in the environment
  • Tracks and maintains site documentation, configurations, and maintenance. Completes special assignments and project work as needed
  • Interface with third-party vendors to resolve certain hardware/software problems.
  • Provision, deploy and recover hardware asset and workstations
  • Manage IT assets and inventory in AMOS
  • Assist with Helpdesk calls when needed
  • Miscellaneous IT tasks and duties including moves
  • Contribute knowledge articles as needed
  • Valid drivers License and reliable vehicle
  • Candidates must be willing and able to travel to multiple sites and across states

Qualifications / Education

  • 5+ years of relevant IT work experience in a support environment
  • Intermediate knowledge of technical principles, concepts, and standards
  • Intermediate knowledge of Windows 10, O365, VPN and other applications
  • Work is usually performed independently and requires the exercise of judgment and discretion
  • Receives initial direction and work may be reviewed for accuracy and quality
  • Interacts mostly with immediate management, Sr. Executives, project leaders, and other professionals within the department or function
  • Ability to work independently and as part of a team
  • Be resourceful, take initiative, and make recommendations
  • Demonstrated customer service skills with excellent verbal, written, and interpersonal skills
  • A minimum of high school graduate or equivalent required. Bachelor’s degree preferred

Skills

  • Desktop Support
  • Virtualization knowledge (VMware, Citrix)
  • Cloud Knowledge (AWS, Azure)
  • Hands on Experience with Ad, Group Policy, and creating MSI packages utilizing Software Distribution Systems in an Enterprise environment (SCCM preferred)
  • Mobile device management (iOS, Android, Intune)
  • Ability to communicate at all levels of an organization from end-user to senior management about both business and IT needs

 

Insight Investments, LLC is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity, disability, status as a Veteran or other protected classification.

 

Division

Red8

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