End User Support Analyst 2

Job Description

KEY RESPONSIBILITIES

•  Research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues
•  Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
•  Response to service desk request tickets and outages via phone, email or online incident management ensuring completeness of tickets and follow up with other team members in case of incident escalation.
•  Provide hands-on support for IT project implementations and performs miscellaneous job-related duties as assigned.
•  Collaborate with End User Services Team to resolve end-user's technology issues.
•  Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User's team.
•  Provide customer satisfaction by handling work orders with efficient communication, documentation and timeliness.
•  Support PC replacement programs and emergency exchanges.
•  Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
•  Assist in the asset management of all end-user devices and manage the stock level of spare equipment. Additional Duties
•  Develop/optimized, repair and return to user procedures on OS/hardware related issues.
•  Keep IT manager inform about the state of the local infrastructure.
•  Support the Platform Service team for local backup operation in line with corporate policies
•  Any additional responsibilities assigned by his supervisor as required.
•  Orders and/or manages repair parts as required.
•  Assists with any necessary wiring for networks and phone services as required.

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.

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Skills and Requirements Must Haves:

• Bachelor's Degree or equivalent experience.
• 2+ years of MS Windows desktop operating system deployment and support experience.
• 2+ years of SCCM/MECM and Intune experience.
• PC refresh experience.
• Solid Network Infrastructure Principles knowledge.
• Solid Security Principles Knowledge.
• Experience providing in-person and remote support.

Plusses:

• ITIL v3 certification.
• ISO/IEC 9001 and 27001 Knowledge.
• Apple Mac deployment and support experience.
• Windows 10 experience is an advantage.
• Mobile Device Management experience.