Service Desk Analyst: Windows, O365 & ServiceNow Pro

Insight Global

Homewood (AL)

On-site

USD 45,000 - 65,000

Full time

5 days ago

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Job summary

Insight Global is seeking a Service Desk Analyst in Detroit, MI to support tier one issues for an enterprise service desk. You will engage with end users via chat, email and phone to troubleshoot and document incidents in ServiceNow.

You will escalate to tier 2 teams for complex problems, coordinate with field technicians for onsite issues, and contribute to knowledge-base updates and process improvements. 2-3+ years of service desk experience is expected.

Qualifications

2-3+ years experience in service desk/help desk roles.
Well versed in Windows OS and MacOS troubleshooting.
Experience with remote support tools (NinjaOne, TeamViewer, or equivalent).
Experience with ServiceNow for ticketing (ITSM platforms).
Basic networking support/troubleshooting knowledge.
OneLogin/Okta/Entra identity platform experience.
Citrix IT support certifications.

Responsibilities

Provide tier one support for enterprise service desk issues.
Troubleshoot across Windows, MacOS, and hardware problems.
Interact with end users via chat, email and phone to resolve issues.
Escalate complex issues to tier 2 teams and coordinate onsite support as needed.
Document incidents in ServiceNow and update knowledge-base articles.
Identify trends and contribute to root cause analysis and process improvements.