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Service Desk Analyst

Job

Insight Global

Remote

$56,315 Salary, Full-Time

Posted 1 week ago (Updated 15 hours ago) • Actively hiring

Expires 7/21/2026

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Job Description

Service Desk Analyst Insight Global
  • 3.9 Sacramento, CA Job Details Contract $24
  • $28 an hour 3 days ago Qualifications Salesforce Service Cloud ITIL Certification Network infrastructure Salesforce Cloud Cloud service support Computer hardware Computer management Customer support ticket management ServiceNow Desktop administration Ticketing system technical support Full Job Description Requirements
  • At least 2 years of FTE experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users
  • At least 1 year of FTE experience using AWS Connect and Salesforce Service Cloud Voice as a service desk tool
  • ITIL Certification Job Summary We are seeking a dedicated Service Desk Analyst to join our dynamic IT support team.
In this role, you will serve as the first point of contact for end-users requiring technical assistance, ensuring swift resolution of issues related to hardware, software, and network connectivity. Your expertise will facilitate seamless computer management and support across diverse operating systems and infrastructure components. The ideal candidate will possess strong communication skills, a customer-focused approach, and a comprehensive understanding of IT support processes to enhance user productivity and maintain optimal system performance. Duties Provide technical support to end-users via help desk platforms such as ServiceNow, Jira, or BMC Remedy, addressing inquiries related to operating systems including Windows and macOS. Troubleshoot software issues, including applications within the Microsoft Office suite and other enterprise tools. Assist with computer hardware setup, configuration, and maintenance for desktops, laptops, and peripheral devices. Manage network connectivity problems involving LAN (Local Area Network), VPN (Virtual Private Network), firewalls, and other network components. Support IT infrastructure by monitoring system performance and escalating complex issues to specialized teams when necessary. Document incidents accurately in ticketing systems and follow established procedures for issue resolution. Collaborate with cross-functional teams to implement system updates, security patches, and hardware upgrades. Educate users on best practices for computer management, security protocols, and operating system usage. Maintain knowledge of current technology trends and contribute to continuous improvement initiatives.
Pay:
$24.00
  • $28.
00 per hour
Experience:
Service Desk:
2 years (Required)
AWS Connect:
1 year (Required)
License/Certification:
ITIL Certification (Required)
Work Location:
Remote