L1 Service Desk Analyst

A construction and construction materials company is seeking a Level 1 -2 Service Desk Specialist in the
Spring/Woodlands, TX area. This person will serve as the role of customer/user advocate on the IT support team to ensure
the customer is well represented and that IT is delivering business value. This person will manage incidents in accordance
with Service Level Agreements, ensuring incidents are properly escalated and given the necessary visibility level within IT.
The Service Desk Technician will be providing local and remote support for issues involving O365, email incidents,
password resets, setting up new users, application support, Teams support, phone support, break-fix, and handle any Tier
1-2 tickets that come through the queue. This role will be primarily over the phone (around 90% of the time), with the
overall team handling anywhere from 50 - 200 tickets/day supporting the entire company (roughly 7,000 end users). The
expectation currently for this role is to close out on average 20 tickets/day. It is expected that this role will start out as
Level 1 with room for growth within the team.

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/.

5+ years of Service Desk experience

Strong customer service and phone presence (this role will be 90% phone support for the first few months)

Experience or strong interest in in AI (ChatGPT, CoPilot Studio, etc)

Experience troubleshooting tickets such as password resets, creating new user accounts, deprovisioning user accounts.

Ability to work a rotational hybrid schedule in the Woodlands, TX

• Advanced knowledge of Microsoft Active Directory.
• Working knowledge of the Microsoft O9ice Suite.
• Working knowledge of HP servers, workstations, and storage products.
• Working knowledge of Azure AD to the Microsoft AD
• Working knowledge of Active Roles
• Working knowledge of VMware servers
• Working knowledge of TeamViewer
• Working knowledge of ServiceNow.
Advanced knowledge of Microsoft Windows 10 and 11.

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.