Support Analyst

Job Description

Insight Global is seeking a Support Analyst who will serve as the first point of contact for end-user technical support, providing timely assistance for hardware, software, account access, and connectivity issues while delivering a high level of customer service. This individual is responsible for provisioning and deprovisioning user accounts, imaging and deploying new equipment, configuring endpoint devices, and maintaining workstation standards across the organization. The role supports desktop computers, laptops, printers, monitors, mobile devices, Microsoft 365, Teams, Outlook, and other approved applications, resolving routine technical issues and troubleshooting system-related problems. The Support Analyst manages an average of 5-10 personal tickets while contributing to a team workload of approximately 100-150 service requests, documenting all activities and resolutions within the ticketing system. As the initial point of contact for the Help Desk, they assess incidents, communicate status updates, and escalate complex issues to the appropriate IT teams or vendors when necessary. Additional responsibilities include supporting endpoint management, software installations, patching, security standards, inventory management, and maintaining accurate records of assigned assets and configurations. The individual will create and maintain technical documentation, knowledge articles, and user guides while proactively identifying recurring issues and recommending improvements. This role also participates in technology deployments, workstation rollouts, and cross-functional IT initiatives while effectively supporting both technical and non-technical stakeholders.

Skills and Requirements

• 6-months or more of professional experience with troubleshooting, provisioning, and imaging hardware such as laptops, monitors, PCs, printers, and other devices.

• Passionate about technology and serving users, great communications skills, go-getter personality, well organized, and high attention to detail. General understanding of hardware, software, and operating systems.

• Experience leveraging a ticketing system (such as ServiceNow or Remedy)

• Experience with Active Directory

• Experience with Windows Experience with Dell hardware

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to [email protected].