Service Desk Analyst

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

Job Description

Insight Global is looking for a Service Desk Analyst in the Richmond, VA 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 escalat[e] 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.

Skills and Requirements

• 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
• 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

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to [e-mail].