Job Description
The Associate IT Service Desk Analyst is responsible for acknowledging, triaging, and resolving advanced remote hardware and software incidents. The analyst responds to incoming tickets, phone calls, and service requests while documenting all work in the ticketing system. The role includes troubleshooting issues across technologies such as Active Directory, Office 365, Exchange, Citrix, VPN, virtual desktops, Windows, MAC OS, mobile devices, printers, and standard business applications. The analyst performs in depth problem analysis, executes thorough troubleshooting steps, and escalates issues when appropriate. The position collaborates with team members to identify trends, improve processes, and maintain strong service delivery. The analyst provides a high level of customer service during every interaction and follows up with end users to confirm successful resolution. The role also requires staying current on evolving tools and technologies through ongoing training.
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/.
Required Skills & Experience
1 year of experience in a service desk or technical support role (Help desk, Desktop support, Service Desk)
IT experience - troubleshooting technologies like Active Directory, Citrix, Exchange, Office 365, MAC OS, Windows, VPN, virtual desktop tools, printers, and mobile devices
Experience using a ticketing system and documenting troubleshooting steps
Strong Customer Service Skills
Associate's Degree
Nice to Have Skills & Experience
CompTIA certifications
ServiceNow experience
Bachelor's Degree
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.