• Service Desk Analyst

    Insight Global (San Francisco, CA)


    Job Description

    The Service Desk Analyst provides front-line technical support to end-users, ensuring timely resolution of incidents and requests while delivering exceptional customer service. This role requires strong troubleshooting skills, effective communication, and the ability to work in a fast-paced environment.

     

    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

     

    Respond to incidents and service requests via phone, email, chat, and ticketing systems.

    Provide first-level technical support for hardware, software, and network issues, including:

    Microsoft Windows, Mac OS, and Office 365

     

    Active Directory, Exchange, and common enterprise applications

     

    Configure, image, and deploy PCs, laptops, and peripherals.

     

    Diagnose and repair hardware faults for desktops and laptops.

     

    Escalate complex issues to Level II/III support teams as needed.

     

    Maintain accurate documentation in the Knowledge Base and update tickets promptly.

     

    Ensure compliance with IT policies and security standards.

     

    Participate in on-call rotations and support flexible scheduling (including weekends if required).

     

    Collaborate with team members and mentor junior staff when necessary.