Desktop Level 3 Support Tech

Required Skills & Experience

• Must have 7+ years of experience in technical support, endpoint support, desktop support, or a related field.
• Speak at a high level of expertise involving macOS support. Must have strong Mac experience in addition to strong Windows experience.
• Create clear, concise, and effective documentation for knowledge base articles and technical support resources.
• Accurately document troubleshooting efforts, findings, resolutions, and next steps when working incidents.
• Collect error details, logs, and other diagnostic information necessary to research and resolve issues where a fix is not immediately evident.
• Be highly communicative and possess exceptional verbal and written communication skills.
• Be articulate and comfortable interacting with end users at all levels of the organization, translating technical concepts into easy-to-understand language.
• Demonstrate strong customer service skills, professionalism, and empathy when supporting end users.
• Possess strong technical aptitude and the ability to quickly learn and adapt to new technologies, tools, and support processes.
• Have the ability to create polished, well-structured knowledge base articles that can be leveraged by support teams to reduce escalations and improve resolution times.
• Exhibit strong analytical and critical-thinking skills with the ability to troubleshoot complex issues independently.

Nice to Have Skills & Experience

• Previous Chick-Fil-A experience

Job Description

Job Description:

Insight Global is seeking a highly skilled and motivated Escalated Support Technician to join our Endpoint Engineering team. This role is responsible for providing advanced technical support to end users, creating knowledge documentation, and resolving issues with Windows and macOS-based computers. The ideal candidate will possess a strong understanding of operating systems, hardware, troubleshooting methodologies, and a demonstrated ability to document solutions effectively.

• Work directly with the CFA Endpoint Engineering team to support a range of devices and software, acting as the first point of contact for escalated endpoint-related issues with the goal of driving resolution.
• Schedule time with end users to remotely connect to devices and troubleshoot technical issues.
• Diagnose and resolve moderately complex technical issues independently, leveraging internal and external documentation.
• Demonstrate strong troubleshooting skills with the ability to systematically diagnose, investigate, and resolve complex endpoint issues.
• Leverage critical thinking and root cause analysis techniques to identify solutions and prevent recurring incidents.
• Collect, analyze, and document error details, logs, system data, and diagnostic information to support issue resolution and escalation when necessary.
• Collaborate with CFA Windows and Mac Engineers to research and resolve complex issues or problem tickets impacting multiple end users.
• Create clear, concise, and effective knowledge base articles that empower support personnel to resolve issues independently, reducing future escalations.
• Identify opportunities to improve existing documentation, support processes, and troubleshooting procedures to increase first-contact resolution rates.
• Thoroughly document troubleshooting efforts, findings, resolutions, workarounds, and next steps within the ticketing system to ensure continuity and knowledge sharing.
• Partner with Endpoint Engineers to capture lessons learned from complex incidents and translate them into reusable support documentation and knowledge base content.
• Manage and update Problem Tickets when large numbers of customers are experiencing issues related to a common root cause.
• Utilize documented solutions and create new knowledge articles that improve support efficiency and consistency.
• Proficient in using ticketing systems to track, manage, and resolve support requests.
• Be customer-focused and committed to providing timely and effective support to end users.
• Handle challenging situations with professionalism, empathy, and a strong customer-service mindset.
• Work with Microsoft Support and Apple Enterprise Support as needed to facilitate issue resolution.

Compensation:

$25/hr to $30/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.