Job Description Our client is looking for an entry-level Service Desk technician who will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA. Responsibilities  Maintain customer tickets within our case management system and update our Customer's case management system.  Controlling the process of receiving, assigning, and completing internal tickets.  Ensuring there are correct notes, categories, and statuses for tickets.  Ensuring ticket resolution checklists are being followed.  Staying updated on the progress of resolving the tickets within SLA.  Ensuring Field technicians are following all company standard operating procedures.  Support other teams within the organization as needed.  Process customer replacement parts and or systems.  Identify opportunities for improvement.  Provide ongoing feedback and guidance.  Own the customer experience and drive initiatives for improvement 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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Computer or Server hardware knowledge with an understanding of component & system-type failures  1+ years of experience in hardware testing and break-fix  1+ years of experience operating in an IT support environment  Fundamental understanding of computer architecture. (CPU, power supply, memory, graphics cards, flash memory, etc.)  Comfort working with 365 suite of tools  Associates Degree in IT, Computer Science, or Electronics, Certificate of Completion of Technical School (A+, Network+, Server+, etc.), or equivalent experience 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.