Services Technician

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

The Technician will be responsible for providing technical support primarily at Toro’s I.T. myTECH Experience Center. Key responsibilities include software/hardware troubleshooting and repair, hardware repair, loaner equipment checkout, conference room support, IMAC support, customer appointments, and remote control resolution of user issues. The Technician will also participate in training activities and use Toro’s ITSM ticketing system to create, document and close tickets. The ideal candidate should have 3-5 years of desktop support experience, A+ certification, Dell hardware certification/experience, HP printer experience, and excellent decision-making and problem-solving skills. The role requires a high level of customer service and effective time management skills. Additionally, the Technician will partake in the Major Incident Coordinator On-Call rotation, which includes processing communications/escalations, launching conference bridges, and documenting agreed-upon changes per Toro’s Major Incident Process.
 

Key Responsibilities

• Software troubleshoot/repair/restore
• Software/hardware installation and/or removal
• Hardware repair (warranty and non-warranty) for Toro's computing, tablet and printer devices
• Loaner equipment checkout
• Providing peripherals (keyboards, mice, headphones, cables, adapters, etc.)
• Conference room support including "how to" demonstrations of conference room equipment
• "How to" questions
• Install/move/add/change (IMAC) support
• Customer appointments (how to, troubleshooting, etc.)
• Remote control resolution of user issues to avoid dispatch as appropriate
• Dispatch client-side to address issues that cannot be resolved remotely/at experience center
• Participation in training activities held at the Tech Center as required (could include identifying user training needs or even leading some sessions based on technical skill level)
• Use of client's ITSM ticketing system to create, document and close tickets (incidents, service requests, problems, etc.)
• Other duties as assigned
• High level of customer service required.

What you’ll need to succeed

• 3-5 years of desktop support experience
• A+ certification (preferred)
• Dell hardware certification/experience (preferred)
• HP printer experience (preferred)

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.