Service Desk Analyst

Job Description

A School District client of Insight Global is seeking a Service Desk Analyst to join their collaborative and customer facing service desk team. This Service Desk analyst will be responsible for supporting district users with a wide range of technology needs, this role provides Tier 1 technical support through phone, online, and walk-up channels, resolving issues on first contact whenever possible. We are seeking an individual who is friendly and approachable, as well as professional with customer service support to any customers within the school district. Responsibilities include monitoring and processing Service Desk ticket requests while resolving common tier 1 and 2 tickets including password resets, basic desktop support, and other tasks that can be resolved using remote tools without escalating to experts. Specific responsibilities may include troubleshooting account access and multifactor authentication issues, video conferencing tools, applications, network connectivity, operating systems, device drivers, and other documented technologies and escalating when necessary. The role also performs Identity and Access Management (IAM) tasks to ensure timely and accurate access for new hires, transfers, and terminations, receives and routes calls and requests for the broader IT team, and maintains ownership of customer issues through resolution to ensure a high-quality customer service experience. Additional duties include coordinating hardware repairs with third-party vendors, processing RMAs, checking in and scanning new devices, documenting non-warranty repair expenditures, and assisting with continuous process improvement by identifying opportunities and supporting the creation of documentation for new technologies and processes. The Service Desk Analyst will need to perform all duties in accordance with established policies and procedures, exemplifies excellent customer service in every interaction, and completes other related responsibilities as assigned.

We are looking for a detail-oriented, organized, collaborative individual with excellent problem solving skills. This position is direct hire position with a on-site schedule working 5 days a week in Thornton, Colorado. This position can support a salary range of $56,958 - $85,437 based on experience level. If interested, please apply!

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:

Skills and Requirements

• Associates Degree in Computer Science, Information Systems or another technical field or equivalent work experience

• 3+ years of customer service experience with a variety of computer hardware, software, and operating systems

• Experience troubleshooting on Windows and Chrome OS - ITIL, HDI, Microsoft, CompTIA A+ or other technical certifications

• Bilingual in English/Spanish