Help Desk Analyst - Bala Cynwyd, United States - Insight Global

Description

Insight Global is looking for a Help Desk Analyst to help support loan officers and executives for a mortgage company, onsite in Bala Cynwyd, PA.

This Help Desk Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals.

They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

The IT Helpdesk Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT senior analysts.

The Helpdesk Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.

This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.


Responsibilities:

• Provide exceptional customer service in person, via phone and email as appropriate.
• Resolve help desk issues including troubleshooting hardware and software issues.
• Perform user administration duties.
• Perform onboarding of new employees locally and remotely.
• Perform offboarding of employees.
• Build laptops and desktops for new users and replacements due to failure.
• Test and install computer systems and software.
• Maintain inventory of computers and peripherals
• Maintain IT documentation.
• Travel on occasion to local and remote Branch Offices.
• Manage physical and virtual VOIP phones.

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 .

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Required Skills & Experience

• 2-5 years of hands-on experience working in an end-user

desktop support role or computer operations environment required.

• Microsoft Office 365
• Windows 10
• Windows Server 2012 and above
• Remote Desktop support
• Active Directory on premise and hybrid thru Azure AD
• Patch management
• Antivirus software support.
• Advanced printer / peripheral device troubleshooting
• TCP/IP, DNS and DHCP
• Remote support for handheld smartphones and tablets

Nice to Have Skills & Experience

• Zendesk Ticketing System experience

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.