Senior IT Support & Incident Resolution Specialist

Insight Global; Tampa (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global is seeking a Service Desk Analyst Senior to provide second-level technical support for end-users in production or pilot environments. You will respond via phone, self-service queue and email, monitor and update incident status, and communicate effectively with both technical and non-technical colleagues.

Responsibilities include prioritizing incidents, remote assistance across offices and sites, and escalating complex issues to Level 3 when needed.

Qualifications

• 3–5 years PC support background, with call center experience.
• Experience supporting software applications.
• Experience answering questions via phone, self-service queue and email.
• Experience monitoring and updating day-to-day status on incidents and requests.
• Experience using incident tracking systems or ticketing systems.
• Excellent customer service and communication skills in written and oral form.
• Ability to communicate between technical and non-technical people; knowledge of LAN/WAN networking.
• Working knowledge of Windows operating systems.

Responsibilities

• Provide Level 2 application support for end-users to ensure proper software operation.
• Manage and multitask a queue of requests and incidents from multiple sources; prioritize and update tickets.
• Interact with customers to understand requirements and assist remotely with software issues.
• Apply problem-solving and troubleshooting techniques to issues, considering hardware and networking context.
• Learn advanced operations of commonly used software; participate in projects as end-user representative.
• Install requested or upgraded software on user PCs.
• Escalate incidents requiring in-depth analysis to Level 3 as needed.
• Contribute input for knowledge articles for PAS supported applications.
• Fulfill other duties assigned by the Service Desk Manager.

Skills

PC support

Software application support

Phone/email support

Incident tracking

Customer service

Technical to non-technical comms

LAN/WAN basics

Windows OS

Tools

Incident management systems

Job description

Insight Global is seeking a Service Desk Analyst Senior to provide second-level technical support for end-users in production or pilot environments. You will respond via phone, self-service queue and email, monitor and update incident status, and communicate effectively with both technical and non-technical colleagues.

Responsibilities include prioritizing incidents, remote assistance across offices and sites, and escalating complex issues to Level 3 when needed.