• Tier 2 Service Desk Analyst (French)

    Insight Global (Dunwoody, GA)


    Job Description

    The Level 2 Service Desk Analyst provides advanced technical support to end-users by troubleshooting and resolving complex hardware, software, and network issues. This role serves as an escalation point for Level 1 analysts and works closely with other IT teams to ensure timely resolution and high customer satisfaction. Fluency in French is required to support bilingual users and documentation.

    Key Responsibilities:

    - Respond to and resolve escalated technical support requests from Level 1 analysts and end-users.

     

    - Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, operating systems, and business applications.

     

    - Provide remote and on-site support as needed.

     

    - Document issues, solutions, and workarounds in the ticketing system.

     

    - Collaborate with infrastructure, network, and application teams to resolve cross-functional issues.

     

    - Maintain and update knowledge base articles and technical documentation in both English and French.

     

    - Assist in onboarding/offboarding processes including account setup, hardware provisioning, and access management.

     

    - Participate in IT projects, system upgrades, and deployments.

     

    - Ensure compliance with IT policies, procedures, and security standards.

     

    - Train and mentor Level 1 analysts as 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 [email protected] 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

     

    - 2+ years of experience in a Service Desk or technical support role.

     

    - Strong knowledge of Windows AND macOS operating systems.

     

    - Experience with Active Directory, Office 365, VPNs, and remote desktop tools.

     

    - Ability to work independently and manage multiple priorities.

     

    - Fluency in French AND English (spoken and written) and need to have experience providing technical support in both languages. - Certifications such as CompTIA A+, Network+, Microsoft MCP, or ITIL Foundation.

     

    - Experience supporting enterprise applications (e.g., ERP, CRM).

     

    - Basic scripting or automation skills (PowerShell, Bash, etc.).

     

    - Knowledge of cybersecurity best practices.