Tier 2 Desktop Support

Job Description

A client of Insight Global’s is looking for a Tier 2 Desktop Support Analyst to join their team in Scottsdale, AZ. This primary responsibility of the candidate will be taking phone calls from a phone queue, answering chats, working the unassigned queue and being the desktop support point of contact for the 300+ onsite end users. Customer service, excellent communication and technical troubleshooting skills are paramount for success in this role.

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.

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• 4+ years of service desk or desktop support
• Experience operating at a Tier 2 level (tickets are being escalated to them)
• Active Directory experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
• Ticketing experience (prefer Service Now)
• Must be OK working in a hybrid role - taking service desk calls/ chat & providing onsite support
• Excellent customer service skills.
• Strong verbal and written communication along with multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)
• Basic troubleshooting experience with Outlook, O365, Microsoft Teams, Web Ex, Cisco Any Connect (VPN)/ Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)
• Remote troubleshooting experience or "remoting in" using SCCM, Citrix, Screenmeet
• Experience with Tanium
• Experience working in an enterprise environment (10,000+ endpoints)