Job Description

Insight Global is hiring for a team of Service Desk Analysts to support one of our healthcare customers. Responsibilities 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 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

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 ServiceNow experience

Healthcare is a MAJOR plus 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.