The Technology Support Analyst (Level 2) reports to the Technology Services Manager and provides advanced technology support and customer service to all firm employees. The Technology Support Analyst (Level 2) works in tandem with the Level 1 Service Desk to resolve inquiries to a wide range of technology requests, including firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices quickly and accurately. The Technology Support Analyst will act as the first escalation point for the Level 1 Service Desk and will collaborate with Level 3 analysts to research and troubleshoot complex high priority and high impact issues while ensuring a high degree of customer service. The Technology Support Analyst Level 2 is responsible for providing individual and small group education on firm-supported software and hardware, will identify training needs, prepare training materials, conduct new onboarding training.
Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
Collaborate with the Level 1 Service Desk to troubleshoot requests prior to escalation to a Level 3 analyst.
Provide explanation and training to Level 1 Service Desk to build technical knowledge, including firm policies and procedures.
Clearly and concisely log details using the Service Desk ticketing system, including the opening,
closing, resolution, escalation, and tracking of user requests. When escalation to Level 3 is required, ensure information is thorough and current to ensure an effective handoff.
Target pay between $75-$100K
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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Advanced knowledge in Microsoft Windows and Microsoft Office, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.
Advanced knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.
Advanced knowledge with remote access, including Citrix, VPN and VDI.
Working knowledge of Active Directory and SCCM.
Education: Bachelors Degree or equivalent experience preferred.
3+ years of related Technical Support, Help Desk, or Service Desk experience in a large corporate IT setting.
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.