IT Support Analyst

Insight Global; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Insight Global is seeking an IT Temp Support Analyst to serve as a hands-on L2 site support resource for desktop, laptop, mobile, and cloud applications. The role emphasizes onsite presence with remote support across multiple locations, including support for home workers.

Key duties include handling new hire equipment deployment, orientations, off-boarding, asset management, and executive white-glove assistance. Strong customer service and Windows/Microsoft 365 experience are required.

Qualifications

• 2-3 years of hands-on IT Helpdesk & Desktop experience.
• Comfortable with MDF/IDF rooms and equipment.
• Ability to support Director+ roles including Executives and Executive Admins.
• Excellent Customer Service First/Compassionate mindset.
• Working knowledge of Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite, Microsoft Office 365.
• Ability to troubleshoot hardware and software issues effectively and efficiently.
• Microsoft certifications is a plus.

Responsibilities

• Process new hire requests via Dell warehouse vendor to have laptops and equipment delivered to new hires.
• Perform New Hire Orientations.
• Process off-boarding requests, asset recovery, laptop reconditioning, and e-waste via vendor.
• Document detailed procedures and develop end user instructions.
• Provide Executive white glove support as needed.
• Monitor and triage incoming tickets in the Service Desk queue.
• Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues.
• Follow up with end users, provide feedback, and see problems through to resolution.
• Support multiple locations and remote support.
• Interface with IBM L1 Service Desk vendor and hardware/software vendors (Dell, CDW, Softchoice) for updates and troubleshooting.
• Keep the IT configuration management database up to date with inventories and allocations.
• Coordinate e-waste duties and proof of proper disposal.

Job description

Job Description

The IT Temp Support Analyst will be a contact for internal company employees seeking assistance and support of computer hardware, software, and cloud applications, mobile, and other various desktop devices. This hands-on position will provide L2 Site Support and escalation support. This includes support for local home workers and other geographical locations (Remote Support) as well. This position will primarily provide onsite support and will require a physical presence in the office most days.

What You'll Be Doing:

• Process new hire requests via Dell warehouse vendor (eBryIT) to have laptops and equipment (if necessary) delivered to new hires
• Perform New Hire Orientations
• Process off-boarding requests, asset recovery, laptop reconditioning, and e-waste via eBryIT
• Document detailed procedures and develop end user instructions
• Ability to provide Executive white glove support as needed
• Monitor and triage incoming tickets in the Service Desk ticket queue
• Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues
• Follow up with end users, provide feedback, and see problems through to resolution
• Support multiple locations and must be versed in providing remote support
• Interface with IBM our L1 Service Desk support vendor and occasionally reach out to hardware and software vendors on order updates, inventory, troubleshooting, etc. such as Dell, CDW, and Softchoice
• Keep the IT configuration management database up to date with inventories and user allocations of hardware and software assets
• Be able to perform or coordinate with sites for e-waste duties and capture proof of proper disposal

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 [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 2-3 years of hands-on IT Helpdesk & Desktop experience
• Comfortable with MDF/IDF rooms and equipment
• Ability to support Director+ roles including Executives and Executive Admins
• Excellent Customer Service First/Customer compassionate mindset
• Working knowledge and hands-on experience with Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite, Microsoft Office 365
• Ability to troubleshoot hardware and software issues effectively and efficiently
• Microsoft certifications is a plus