Sr. IT Support/Service Desk Analyst

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

Job Description

The Service Desk Analyst Senior is a member of the Customer Support team and primary responsibility is second level technical support. They will respond to end‑user inquiries regarding trouble with specific software applications in production or pilot mode. In addition, they will answer questions via phone, self service queue and electronic mail, related to the use of supported software. Tasks include, but are not limited to, monitoring, tracking, and updating day-to-day status on user incidents and requests. He/she must have excellent customer service and communication skills, both written and oral,

and must be able to communicate between technical and non‑technical people within the Company.

1. Provide in-depth technical application support for end‑users to ensure proper software operation so that the user can accomplish business tasks. Level 2 Analysts resolve issues routed to them from Level 1.

2. Manage, organize, and multitask working a queue of requests and incidents as assigned by the Service Desk. These may have originated multiple sources including phone, voicemail, internet service requests and electronic e‑mail. Then they must be able to prioritize incidents/requests properly and update incidents/requests into the incident tracking software.

3. Work with customers to understand requirements and expectations and respond to questions from users and remotely assist employees and consultants with software problems in offices and/or remote sites.

4. Apply problem solving and trouble‑shooting techniques to issues received from users regarding software provided by RSM. Provide solutions to the stated and underlying issues. This will require knowledge of hardware and networking systems as they relate to the software concern.

5. Learn advanced operations of commonly used software, hardware and other equipment. As required, participate in supported application projects as a representative of the end‑user and Customer Support.

6. Install requested or upgraded software to user PCs.

7. As needed, assign incidents requiring in‑depth analysis to the appropriate Level 3 group for resolution.

8. Provide input for Knowledge Articles for the PAS supported applications.

9. Fulfill other duties and projects as assigned by the Service Desk Manager / management staff.

Position will support an afternoon/evening shift (3:00 PM to 11:00 PM).

The expected schedule is Monday through Friday.

The individual will work 1st shift during the first 30 days for training, then transition to the 2nd shift schedule.

The position will be required to participate in the on‑call rotation.

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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 3 – 5 years PC support background and experience working in a call center/phone support environment

• Experience supporting software applications

• Experience answering questions via phone, self service queue and email

• Experience monitoring, tracking, and updating day-to-day status on user incidents and requests

• Experience using incident tracking systems/ticketing systems

• Excellent customer service and communication skills, both written and oral

• Must be able to communicate between technical and non-technical people within the Company - Knowledgeable with LAN or WAN networking

• Working knowledge of Windows OS