Information Technology Support Specialist

Insight Global; Lancaster (Lancaster County); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Service Desk Analyst level III to provide exceptional IT support for a large agriculture client. In this dynamic role, you will lead support for service requests, ensuring timely resolution of IT incidents involving desktops, laptops, and mobile devices. Your ability to communicate professionally and build strong relationships will enhance the customer experience, making you a key player in maintaining operational efficiency. Join a collaborative environment where your expertise will directly impact the success of the team and the satisfaction of end users.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with Employer Matching

Paid Sick Leave

Flexible Spending Accounts (HSA, FSA, DCFSA)

Qualifications

• 3+ years of IT Support Experience required.
• Ability to communicate professionally with executive level users.

Responsibilities

• Address and resolve all incidents and service requests.
• Document resolutions and update knowledge base.

Skills

IT Support Experience

Professional Communication

Tools

Atlassian (Jira)

Active Directory

Apple Business Manager

Job description

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Exact compensation may vary based on several factors, including skills, experience, and education.

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.

Must Haves:

• 3+ years of IT Support Experience, specifically:
• Ability to communicate professionally and provide exceptional support to executive level end users

Plusses:

• Experience using Atlassian (Jira) or Active Directory
• Experience supporting any of the following environments:
• Apple (Apple Business Manager)

Day to Day:

Insight Global is looking for a Service Desk Analyst level III for a large agriculture client in the Lancaster PA area. The candidate will provide lead support for all service requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of all IT incidents and service requests regarding the use of application software products and/or infrastructure components, including desktops, laptops, mobile devices, and related peripherals. They will be responsible for collecting information through customer conversations, accessing support tools, and additional support staff if needed. Issues beyond the scope of their ability/responsibility are resolved by engaging other service resources or escalate to the proper IT team.

Responsibilities:

• Address and resolve all incidents and service requests
• Log and track beginning to end incidents and service requests and uses appropriate categories for logging them
• Engages other services desk resources or appropriate service resources to resolve incidents when beyond their capabilities
• Builds strong relationships and creates a positive customer experience by problem understanding, ensuring timely resolution/escalation, communicating properly and promptly, and handling customer in a professional way
• Ensures end to end customer experience and provides a single point of contact for the customer
• Analyzes/resolves incidents and service requests regarding the use of application software or hardware
• Follow up with other support staff involved in the resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Document resolutions and update self-help and staff knowledge base
• Provides after hours and on call support as needed

Seniority level

Associate

Employment type

Contract

Job function

Information Technology

Industries

Manufacturing