Job Description
The Service Desk Analyst 3 is an IT support professional with technical capability to resolve IT related issues via email, phone, remote access and in person.
Logging and processing support calls, emails, and service requests
Participate in an onsite rotation to ensure that we have hands-on Desktop Support coverage throughout business hours
Resolving access related problems such as password, account lockouts etc
Setting up accounts for staff and approved contractors, ensuring that they know how to log in
Respond to, investigate diagnose and resolve software issues raised on ServiceDesk+
Maintaining records for assets such as Hardware, software licenses, consumables and other supplies
Perform employee desk moves, hardware teardowns and buildups (Install, Move, Add, Change) as assigned based upon effective dates and time requirements designated by the business
• Build and install employee computer equipment & perform imaging/updates
Manage the local inventory (new equipment, reclaimed equipment, loaner device management, deployment, and disposal) in accordance with global procedures
Perform major incident management duties when required to do so
Take active participation in all desktop projects and assist in their implementation, user adoption and training
Provide support and administration within Microsoft 365 and InTune
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
3-5 years of experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.
2+ years’ experience with Microsoft technologies, including Windows 10 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console
Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations
Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock etc.)
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.