Service Desk Analyst

Insight Global; City of Albany (NY); On-site; USD 52,000 - 76,000; Full time

Job summary

Insight Global in Albany, NY is seeking a Service Desk Analyst to be the first point of contact for end users, providing technical support through phone, live chat, and the self-service portal. Day to day, they will troubleshoot hardware, software, application, password, account access, and other common technical issues, with a focus on resolving problems during the first interaction whenever possible.

They will create and maintain accurate tickets, follow Knowledge Base articles and approved

Qualifications

• 2-3+ years experience in IT support or service desk
• Familiarity with ITIL concepts and service management
• Experience supporting users in a corporate environment; financial services a plus
• Strong troubleshooting and good judgment in resolving issues
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Strong documentation and organizational skills

Responsibilities

• Be the first point of contact for end users via phone, chat, or self-service portal
• Troubleshoot hardware, software, applications, password, and access issues
• Create and maintain accurate tickets; follow knowledge base articles and procedures
• Escalate complex issues to appropriate technical teams
• Provide basic User Access Management support (identity verification, password resets, account unlocks)
• Adhere to SLAs and security requirements; communicate updates to users/stakeholders
• Assist with major incident escalation when needed
• Identify opportunities for knowledge articles, automation, self-service, and shift-left support

Skills

IT support experience

Service desk

ITIL concepts

Strong communication

Troubleshooting

Ticketing systems

User access management

M365 knowledge

Password resets

Tools

ServiceNow

Job description

• 2–3+ years of relevant experience in IT support, service desk, or a related role (or equivalent combination of education and experience)
• Working knowledge of ITIL concepts and service management best practices
• Experience supporting users in a corporate environment (financial services experience is a plus)
• Strong ability to troubleshoot and resolve technical issues with sound judgment
• Excellent verbal and written communication skills
• Ability to clearly explain technical concepts, procedures, and workarounds to non-technical users
• Strong documentation and organizational skills

Nice to Have Skills & Experience

• Experience with ticketing systems (e.g., ServiceNow)
• Familiarity with Knowledge-Centered Service (KCS)
• Experience supporting identity, access, and collaboration tools (e.g., M365, VPN, MFA)
• Customer service, call center, or high-volume support experience

Job Description

Insight Global is looking for a Service Desk Analyst in the Albany, NY area. This person will serve as the first point of contact for end users, providing technical support through phone, live chat, and the self-service portal. Day to day, they will troubleshoot hardware, software, application, password, account access, and other common technical issues, with a focus on resolving problems during the first interaction whenever possible. They will create and maintain accurate tickets, follow Knowledge Base articles and approved support procedures, and elevate more complex issues to the appropriate technical teams. The role will also provide basic User Access Management support, including identity verification, password resets, account unlocks, access requests, and authorized provisioning or deprovisioning activities. They will work within established SLAs and security requirements, communicate updates to users and stakeholders, and assist with major incident escalation when needed. The individual will also help improve the Service Desk by identifying opportunities for new knowledge articles, automation, self-service, and shift-left support while maintaining a strong focus on customer service and accurate documentation.