Job Description
The Service Desk Analyst provides front-line technical support to end-users, ensuring timely resolution of incidents and requests while delivering exceptional customer service. This role requires strong troubleshooting skills, effective communication, and the ability to work in a fast-paced environment.
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
Respond to incidents and service requests via phone, email, chat, and ticketing systems.
Provide first-level technical support for hardware, software, and network issues, including:
Microsoft Windows, Mac OS, and Office 365
Active Directory, Exchange, and common enterprise applications
Configure, image, and deploy PCs, laptops, and peripherals.
Diagnose and repair hardware faults for desktops and laptops.
Escalate complex issues to Level II/III support teams as needed.
Maintain accurate documentation in the Knowledge Base and update tickets promptly.
Ensure compliance with IT policies and security standards.
Participate in on-call rotations and support flexible scheduling (including weekends if required).
Collaborate with team members and mentor junior staff when necessary.
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.