Service Desk Specialist

Insight Global; Kansas City (MO); On-site; USD 38,000 - 50,000; Full time

Job summary

Insight Global is seeking a Service Desk Analyst to work onsite for one of our customers in the Kansas City, MO area. This role will fit into a team that acts as the main point of contact for IT requests, focusing on resolving tier 1 issues and some tier 2 problems.

The position requires excellent communication and customer service skills, desktop installation/configuration/maintenance, and a strong ability to troubleshoot and document IT tickets.

Qualifications

• 1+ year of experience within a service desk position or similar.
• Hands on experience handling tickets in ServiceNow
• Knowledge of ITIL standards
• Wide range of knowledge with other software applications such as the Microsoft Office suite, mobile computers and smart phones
• Excellent communication and customer service skills
• Strong documentation skills from assigned tickets
• Hands-on use of AI tools such as Copilot, ChatGPT or Claude
• Experience with scripting/coding languages such as Java, Python, PowerShell or similar

Responsibilities

• Provide tier 1 (and some tier 2) IT support for requests.
• Install, configure, and maintain desktop equipment and software.
• Serve as main point of contact for IT requests and coordinate with users across the organization.
• Troubleshoot, repair, and resolve technology problems in a timely manner.
• Communicate clearly with internal staff and maintain thorough ticket documentation.

Skills

Excellent communication

Customer service skills

Documentation skills

AI tools experience

Scripting languages

Tools

ServiceNow

Microsoft Office

Job description

Job Description

Insight Global is looking for a Service Desk Analyst to work onsite for one of our customers in the Kansas City, MO area. This person will fit into a team that acts as a main point of contact for IT requests. This person will be dedicated to supporting and resolving tier 1 issues, along with some tier 2 issues as well. It is crucial that the person in this role have great communication and customer service skills as this role interfaces with internal personal across the organization. This person will be responsible in ensuring technology problems are troubleshooted, repaired, and resolved in a timely manner. This role will also largely be responsible for installation, configuration, and maintenance of desktop issues. This is the perfect opportunity for someone that is looking to grow!

Skills and Requirements

• 1+ year of experience within a service desk position or similar
• Hands on experience handling tickets in ServiceNow
• Knowledge of ITIL standards
• Wide range of knowledge with other software applications such as the Microsoft Office suite, mobile computers and smart phones
• Excellent communication and customer service skills
• Strong documentation skills from assigned tickets
• Hands-on use of AI tools such as Copilot, ChatGPT or Claude
• Experience with scripting/coding languages such as Java, Python, PowerShell or similar

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].