Technical Support Analyst

A client of Insight Global is searching for a Technical Support Analyst which would be customer centric role responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Responsibilities include handling multiple communication channels for support requests from end users including incoming calls, tickets within the ServiceNow ticketing system, instant message and email (both Microsoft & Google) to record and resolve reported incidents, service requests, and access requests within agreed service levels. The technician will investigate and respond to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users in the most efficient manner available.

Responsibilities

• Manage and resolve support tickets through ServiceNow

• Proactively pull tickets from the queue, contact users, and resolve issues

• Collaborate with internal IT groups as needed

ServiceNow experience not required (training provided)

• Basic understanding of ticketing systems and SLAs

• Strong communication skills with the ability to collaborate across teams

• Comfortable interacting with both technical and non-technical users

• $22/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

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.