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ONSITE Service Desk Analyst - Atlanta, United States - Insight Global
Description
Insight Global is hiring for a team of Service Desk Analysts to support one of our healthcare customersResponsibilities include:
Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms or technology:
Microsoft Office 365 Account Setup, Support, Password Resets, etc.
Windows 10; PC Laptop, Desktop and Mobile Device support
MacOS 10-11; MacBook Air and MacBook Pro support
MS Office Productivity Suite functional support
Collaboration tools including Microsoft Teams
Remote support toolsets
Support of collaboration and Audio-Visual teleconference systems, equipment and scheduling, such as Microsoft Teams
Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops.
Utilize ITSM ticketing system (such as ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.
Participate in team projects that enhance the quality or efficiency of Service Desk service.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 .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:.
Required Skills & Experience
Technical degree and 1-2 years of Service Desk experience OR 4 years of experience without a degree
Experience working in healthcare
Experience with a ticketing system (ServiceNow is a plus)
Experience with ACD systems (like Avaya, Jabber, Unified Contact Center, Genesys, NICE InContact, or Five9)
Enterprise level experience supporting Windows 10 OS
Extensive experience supporting MS O365 provisioned accounts
Extensive experience with password resets, account unlock and account creation
Experience supporting MacBook devices and MacOS
Support of mobile devices like iPads, Surface Devices, etc.
Hands-on support of desktop and laptop computing equipment and peripherals
Support of collaboration platforms and environments like MS Teams
Experience using remote-support technologies (like Bomgar, TeamViewer, BeyondTrust, etc.)
Experience with IAM
Ability to provide positive customer service and advanced communication, problem solving, and technical writing skills
Nice to Have Skills & Experience
ServiceNow experience
Healthcare is a MAJOR plus
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.