Why Open: New Headcount
Location: 5 days a week in Overland Park, KS, 1 day bi-weekly in Kansas City, MO
Duration: 6 month contract plus extension, possible perm
Interview Process: 2 rounds
Must-haves
- 3-5+ years of experience in tech support role specifically in a PC environment
- Experience trouble shooting Level 2 tickets (How to install and upgrade Citrix?, How do you recreate an Outlook profile? What is DNS and what does it do?)
- Experience trouble shooting O365 tickets
- Knowledge of troubleshooting within Intune or Nexthink for endpoint management
- Ability to troubleshoot Citrix and basic networking (TCP/IP)
- Experience troubleshooting on video conferencing equipment (setting up conference rooms, trouble shooting the equipment) (Crestron, Extron, Logitech)
- Experience with a ticketing service (Service Now Preferred)
- Strong communication and professional nature
Plusses
- Reinsurance or insurance background
- MCAP, CompTIA A+, ITIL
- Bachelors or Associates preferred
Day-to-Day
Insight Global is looking for a Level 2 Technician to support a large insurance company in Overland Park, Kansas. This person will be expected to be confident in their ability to troubleshoot and take initiative frequently. The team supports 2,400 end users globally. 10% of their day is spent with email communication/follow up, 10% team meetings, 30% video conferencing trouble shooting and room set up, 50% responding to tickets. A day in the life of this Level 2 Help Desk is to come in answer any emails, look at tickets in the que, respond to them, answer any hot line calls, complete tickets that level 1 vendor escalated up, and could help out with a project. An example of a ticket is: can't log into teams, outlook not launching, unable to save this file. An example of a project is: update knowledge-based articles. This person will be tasked with coming in checking the conference rooms and be the primary video conferencing Level 2 tech. This role will have a high volume of end user interaction, so empathetic and solution-focused support is key