at Insight Global in Chicago, Illinois, United States
Job Description
Job Description
We are seeking a dedicated and customer-oriented Level 1 Helpdesk Technician with experience in Microsoft 365 (M365) to join our IT support team. The successful candidate will be responsible for providing first-level technical support and assistance to end-users, resolving issues related to M365 applications and services, and ensuring a positive customer experience. This role offers an excellent opportunity to develop technical skills in a supportive and growth-oriented environment.
Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk ticketing system. Provide timely and accurate solutions to technical issues related to Microsoft 365 (M365) applications, including but not limited to Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive. Diagnose and troubleshoot software and hardware issues, ensuring problems are resolved efficiently and effectively. Escalate unresolved issues to the appropriate IT teams or Level 2 support personnel as needed, while maintaining ownership of the issue until resolution. Assist in the setup, configuration, and maintenance of M365 accounts, including user permissions, email distribution lists, and security settings. Educate end-users on basic M365 functionalities, best practices, and self-help resources to encourage user empowerment and minimize recurring issues. Document all helpdesk interactions, troubleshooting steps, and resolutions in the ticketing system to maintain accurate records and enable knowledge sharing. Follow established processes and procedures for incident management, problem resolution, and service request fulfillment. Collaborate with IT colleagues and other departments to identify and implement continuous improvements to enhance service delivery and customer satisfaction.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 .
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Skills and Requirements
Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk ticketing system.
Provide timely and accurate solutions to technical issues related to Microsoft 365 (M365) applications, including but not limited to Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive. Diagnose and troubleshoot software and hardware issues, ensuring problems are resolved efficiently and effectively. Escalate unresolved issues to the appropriate IT teams or Level 2 support personnel as needed, while maintaining ownership of the issue until resolution. Assist in the setup, configuration, and maintenance of M365 accounts, including user permissions, email distribution lists, and security settings. Educate end-users on basic M365 functionalities, best practices, and self-help resources to encourage user empowerment and minimize recurring issues. Document all helpdesk interactions, troubleshooting steps, and resolutions in the ticketing system to maintain accurate records and enable knowledge sharing. Follow established processes and procedures for incident management, problem resolution, and service request fulfillment. Collaborate with IT colleagues and other departments to identify and implement continuous improvements to enhance service delivery and customer satisfaction. nullWe 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.
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