IT Service Desk Specialist - First-Contact Support & Access

Insight Global; Richmond (VA); On-site; USD 52,000 - 66,000; Full time

Job summary

Insight Global in Richmond, VA is seeking a Service Desk Analyst to serve as the first point of contact for end users, providing technical support via phone, live chat, and the self-service portal.

You will troubleshoot hardware, software, and access issues, create and manage support tickets, and escalate more complex problems to the appropriate teams while following SLAs and documenting steps for knowledge articles.

Qualifications

• 2–3+ years in IT support or service desk.
• Knowledge of ITIL concepts and service management.
• Experience supporting corporate users.
• Strong customer service and communication skills.
• Experience with ticketing systems like ServiceNow.
• Familiarity with M365, VPN, MFA.

Responsibilities

• Triage and resolve IT issues on first contact when possible.
• Create and maintain support tickets.
• Escalate complex issues to technical teams.
• Provide basic User Access Management support.
• Maintain documentation and knowledge articles.
• Adhere to SLAs and security requirements.

Skills

IT support

ITIL concepts

ServiceNow

M365

VPN/MFA

Customer service

Tools

ServiceNow

Job description

Insight Global in Richmond, VA is seeking a Service Desk Analyst to serve as the first point of contact for end users, providing technical support via phone, live chat, and the self-service portal.

You will troubleshoot hardware, software, and access issues, create and manage support tickets, and escalate more complex problems to the appropriate teams while following SLAs and documenting steps for knowledge articles.