Support Desk Analyst

Insight Global is looking to add a Support Desk Analyst to a team in the St. Louis, MO area. This individual will be responsible for supporting internal customers who are having issues logging into internal systems. These systems could include email, active directory, internal billing systems, and other internal applications. This person will take anywhere from 30-60 calls per day and each call will be about 10 minutes long. If they cannot resolve the issue during the call, it is their job to escalate to the desktop support team with the correct details. They will create an incident ticket within ServiceNow and be responsible for providing excellent customer service to understand the issue and resolve in a timely manner. They will go through a weeklong training session where they will shadow someone and listen to calls on the first day, attend a training session for 2-3 days where they are learning about all of the internal systems and how to troubleshoot password issues for each system. During their second week they will shadow someone and begin taking calls so that they can get comfortable in the role before being on their own.

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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Required Skills & Experience

1+ years' experience in IT role

Strong customer service experience

Excellent phone presence

Experience with password resets

VPN troubleshooting experience

Experience troubleshooting office suite applications

Interest/College education in IT with an aptitude to learn new tools/technologies

Ability to work shift (Saturday-Wednesday 12-9pm)

Nice to Have Skills & Experience

Experience doing password resets within Active Directory

Experience working with a ticketing system- they use Cherwell

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.