A client of Insight Globals is looking for a Tier 2 IT Support Analyst to join their team in Iriving, TX. This primary responsibility of the candidate will be taking phone calls from a phone queue, answering chats, working the unassigned queue and being the desktop support point of contact for the 100 onsite end users. Customer service, excellent communication and technical troubleshooting skills are paramount for success in this role.
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4+ years of experience resolving end users hardware and software issues in an IT environment.
Experience operating at a Tier 2 level (tickets are being escalated to them)
Active Directory experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
Ticketing experience (prefer ServiceNow)
Must be OK working in a hybrid role taking service desk calls/ chat & providing onsite support
Excellent customer service skills.
Strong verbal and written communication along with multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)
Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, WebEx, Cisco Any Connect (VPN)/ Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)
Remote troubleshooting experience or "remoting in" using SCCM, Citrix, Screenmeet
Benefit packages for this role will start on the 31st 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.