IT Service Desk Analyst

Post Date

Jun 20, 2024

Location

San Francisco,
California

ZIP/Postal Code

94143
US
Sep 13, 2024 Insight Global

Job Type

Contract

Category

Desktop Support

Req #

SFR-713403

Pay Rate

$19 - $24 (hourly estimate)

Job Description

* Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently.

* Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.

* Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.

* Accurately record/report support issues and solutions per encounter via work tickets in Service Now.

* Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.

* Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience.

* Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management



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

* 3+ years experience in IT support

* Proficiency in Windows and Mac operating systems

* Proficiency in supporting mobile devices (Android & Mac)

* Broad understanding of enterprise systems and how they relate to each other

* Ability to troubleshoot and support network connections

* Strong interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization

Nice to Have Skills & Experience

* Working knowledge with ITIL processes (change management, problem management, incident management)

* Bachelors degree or equivalent training

* Prior helpdesk, service desk or call center environment

* Experience with Service Now

* Relevant technical certification

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.