Job DescriptionInsight Global is seeking a Support Desk Analyst for a technology client based in Houston, TX. This position is working onsite 4 days a week with 1 remote day. This position supports and maintains end-user workstations for all divisions within the company. Duties will include but are not limited to maintain, analyze, troubleshoot, and repair computer hardware, software, and peripherals. The incumbent will interface with employees at every division so great customer service skills is an absolute must.Specific Responsibilities: Provides a high-quality customer service experience to all users at all our locations. Provides tier 1 service to end users by answering and responding to incident and service requests submitted via the Service Desk Portal, phone calls, e-mail, and in person. Ensures that incident requests are resolved per established service level objectives, policies, and procedures. Analyzes, troubleshoots, and repairs systems to maintain their integrity, performance, and security for the end users to perform their daily job functions efficiently. Performs diagnostics and analysis in partnership with other Service Desk Team members to resolve issues and promote learning. Installs, configures and deploys computer systems, software, and peripherals for new hires and annual upgrades as per a schedule approved by management. Assists with the development and maintenance of technical procedures and knowledge base documentation related to the installation, troubleshooting, and maintenance of hardware and software and general how-to information. Promotes and shares first call resolutions with team members, by providing detailed documented steps to assist in increasing overall Service Desk Team first contact resolution. Support and maintain new and existing asset account information including rights, security, and systems groups in Active Directory. Respond to off-hour alerts, calls, e-mails, or notifications to ensure operational efficiency and uptime.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/ .Skills and Requirements
Associate degree in Computer Science or equivalent certifications
2 years experience of IT support experience
Experience with Active Directory
Experience with Microsoft applications including Windows Desktop OS, MS Teams, O365, Anti-Virus/Malware software, and hardware including desktops, laptops, tablets, printers, and peripherals.
Well organized, self-starter with a proactive mindset
Exceptional customer service skills - Bi-lingual in English and Spanish is a plus
Experience with Service Desk Plus is highly desired null
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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. 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 HR@insightglobal.com.
