Service Desk Analyst

An employer is looking for a Service Desk Analyst in the Birmingham, AL area. You will be tasked with supporting tier one issues for the client's enterprise service desk. You will partner closely with end u via chat, email and phone to understand any technical issues they are experiencing and troubleshoot accordingly. Issues could include network connectivity, O365 issues, hardware problems, password resets, etc. You will partner with tier 2 teams as needed for escalations and field teams for any onsite related issues. You will utilize ServiceNow for ticketing and document each incident accordingly to provide necessary updates. Additional tasks will include updating knowledge-base articles, identify trends/ root cause analysis for persistent issues, and aid with process improvements when needed.

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 View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience

2-3+ years experience in service desk/ help desk roles
Well versed in Windows OS and MacOS troubleshooting
Strong software/ hardware support experience
Experience with remote support tools- NinjaOne, TeamViewer, or equivalent
Experience with ServiceNow for ticketing (Or other ITSM platforms)
Basic networking support/ troubleshooting knowledge
Strong multi-tasking skills (Managing 15-20 tickets at a time)


Nice to Have Skills & Experience

Veterinary practice software exposure
OneLogin/ Okta/ Entra identify- platform experience
Citrix
IT support certifications


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.