Information Technology Support Specialist

Insight Global; High Point (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global's client is seeking a Tier 2 IT Support Analyst to join their team in Manas, VA. The role focuses on taking calls from a phone queue, replying to chats, managing the unassigned queue, and acting as the desktop support point of contact for about 100 onsite end users.

Strong customer service and technical troubleshooting are essential. Ideal candidates will have 4+ years resolving end-user hardware/software issues, experience at Tier 2, and familiarity with tools like Tanium, Active

Qualifications

• 4+ years resolving end-user hardware and software issues in IT.
• Tier 2 level experience.
• Active Directory experience (add/remove users, move profiles, locate BitLocker code).
• Ticketing experience (prefer ServiceNow).
• Excellent customer service and strong communication skills.
• Ability to multitask and prioritize high-volume requests via ticketing and chat.
• Basic troubleshooting: Outlook/O365/Teams/WebEx/VPN; Windows 10/11; Intune; software installs; BSOD.
• Remote troubleshooting with SCCM, Citrix, ScreenMeet.

Responsibilities

• Answer calls from the phone queue.
• Answer chats.
• Work the unassigned queue.
• Serve as desktop support point of contact for ~100 onsite end users.
• Provide excellent customer service and technical troubleshooting.

Skills

Customer service

Technical troubleshooting

Verbal & written communication

Multi-tasking

Tools

Tanium

Active Directory

ServiceNow

SCCM

Citrix

ScreenMeet

Job description

A client of Insight Global’s is looking for a Tier 2 IT Support Analyst to join their team in Manas, VA. This primary responsibility of the candidate will be taking phone calls from a phone queue, answering chats, working the unassigned queue and being the desktop support point of contact for the 100 onsite end users. Customer service, excellent communication and technical troubleshooting skills are paramount for success in this role.

REQUIRED SKILLS AND EXPERIENCE

• 4+ years of experience resolving end user’s hardware and software issues in an IT environment.
• Experience operating at a Tier 2 level
• Experience with Tanium
• Active Directory experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
• Ticketing experience (prefer ServiceNow)
• Excellent customer service skills.
• Strong verbal and written communication along with multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)
• Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, WebEx, Cisco Any Connect (VPN)/ Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)
• Remote troubleshooting experience or "remoting in" using SCCM, Citrix, Screenmeet