Tier 2 IT Support Analyst
Insight Global, Boston, MA, United States
Shift & Length
Shift:
8AM-5PM – 5 days onsite.
Length:
Long term contract (3+ years).
Benefits
10 days of PTO (accumulated) offered and healthcare benefits starting day 1 through Insight Global.
Required Skills and Experience
2-4 year Technical Degree OR equivalent experience as a Service Desk Analyst or Technical Support (1-2+ years).
Proven expertise with positive customer service skills and communication.
Onsite technical support experience as well as remote support.
Experience with ACD systems such as Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9.
Experience with ITSM / Ticketing systems such as BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk.
Demonstrated support of enterprise environments, including:
Hands‑on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals.
Support of Microsoft Windows 10 Operating System.
Support of MS O365 provisioned accounts.
Support of mobile devices such as iPhone, Android, iPads, Surface Devices, etc.
Support of MacBook devices and MacOS.
Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
Use of remote‑support technologies such as Bomgar, TeamViewer, BeyondTrust, etc.
Nice to Have Skills and Experience
Prior experience working within a firm environment including Accounting, Consulting or Legal organizations.
ServiceNow experience.
Experience supporting MacOS 10-11; MacBook Air and MacBook Pro.
Technical certifications.
Job Description
An international law firm spanning the US, Europe and Asia is looking for an onsite Tier 2 Service Desk Analyst to join their 365, 24x7 Service Desk. The Service Desk supports roughly 3,000 end users. The analyst will sit onsite in the Boston, MA office five days a week – 8AM‑5PM EST.
This role will primarily focus on 1st and 2nd level support handling software issues and more complex issues that may not have a KB written and will need to be researched. Each field office has its own Desktop technicians, and this role is part of the Service Desk team which includes a virtual Tier 1, a virtual Tier 2 Application Support team and onsite Tier 2 analysts. The onsite analysts can escal…
We are seeking folks who are customer service‑oriented, high energy, professional, and eager to learn new technologies. The total team of agents will be handling roughly 400-500 contacts a day (12-14/hr); roughly 33% of tickets are calls into the Service Desk and 67% are emails. This role will require 1 day a month on the phone queue, but the majority of this role is technical research for complex issues, learning about more complex software support instances and staying up to date on new technologies being brought into their environment.
Since this is a 365 desk there will be opportunities to volunteer to work a holiday for 1.5× pay. The analyst will also accrue up to 10 days PTO to use. This role is a multi‑year long engagement.
Responsibilities
Provide responsive, timely and high‑quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment.
Windows 10; PC, Laptop, Desktop and Mobile Device support.
MS Office Productivity Suite functional support.
Collaboration tools including but not limited to Zoom.
Remote support toolsets such as ProxyPro.
Support of Audio‑Visual teleconference systems, equipment, and scheduling such as Zoom Rooms.
Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery to provide technically accurate solutions to customers.
Attend structured and unstructured training sessions offered within the group and assist in training workshops, as well as weekly Team training sessions.
Utilize ITSM ticketing system such as ServiceNow to classify, prioritize and enter details of each working interaction with appropriate level of detail and accuracy.
Participate in team projects that enhance the quality or efficiency of Service Desk service.
Average handling time ~9-13 minutes, handling 12-14 contacts per hour.
Accurate troubleshooting notes, multi‑tasking – documenting and troubleshooting simultaneously.
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Shift:
8AM-5PM – 5 days onsite.
Length:
Long term contract (3+ years).
Benefits
10 days of PTO (accumulated) offered and healthcare benefits starting day 1 through Insight Global.
Required Skills and Experience
2-4 year Technical Degree OR equivalent experience as a Service Desk Analyst or Technical Support (1-2+ years).
Proven expertise with positive customer service skills and communication.
Onsite technical support experience as well as remote support.
Experience with ACD systems such as Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9.
Experience with ITSM / Ticketing systems such as BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk.
Demonstrated support of enterprise environments, including:
Hands‑on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals.
Support of Microsoft Windows 10 Operating System.
Support of MS O365 provisioned accounts.
Support of mobile devices such as iPhone, Android, iPads, Surface Devices, etc.
Support of MacBook devices and MacOS.
Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
Use of remote‑support technologies such as Bomgar, TeamViewer, BeyondTrust, etc.
Nice to Have Skills and Experience
Prior experience working within a firm environment including Accounting, Consulting or Legal organizations.
ServiceNow experience.
Experience supporting MacOS 10-11; MacBook Air and MacBook Pro.
Technical certifications.
Job Description
An international law firm spanning the US, Europe and Asia is looking for an onsite Tier 2 Service Desk Analyst to join their 365, 24x7 Service Desk. The Service Desk supports roughly 3,000 end users. The analyst will sit onsite in the Boston, MA office five days a week – 8AM‑5PM EST.
This role will primarily focus on 1st and 2nd level support handling software issues and more complex issues that may not have a KB written and will need to be researched. Each field office has its own Desktop technicians, and this role is part of the Service Desk team which includes a virtual Tier 1, a virtual Tier 2 Application Support team and onsite Tier 2 analysts. The onsite analysts can escal…
We are seeking folks who are customer service‑oriented, high energy, professional, and eager to learn new technologies. The total team of agents will be handling roughly 400-500 contacts a day (12-14/hr); roughly 33% of tickets are calls into the Service Desk and 67% are emails. This role will require 1 day a month on the phone queue, but the majority of this role is technical research for complex issues, learning about more complex software support instances and staying up to date on new technologies being brought into their environment.
Since this is a 365 desk there will be opportunities to volunteer to work a holiday for 1.5× pay. The analyst will also accrue up to 10 days PTO to use. This role is a multi‑year long engagement.
Responsibilities
Provide responsive, timely and high‑quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment.
Windows 10; PC, Laptop, Desktop and Mobile Device support.
MS Office Productivity Suite functional support.
Collaboration tools including but not limited to Zoom.
Remote support toolsets such as ProxyPro.
Support of Audio‑Visual teleconference systems, equipment, and scheduling such as Zoom Rooms.
Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery to provide technically accurate solutions to customers.
Attend structured and unstructured training sessions offered within the group and assist in training workshops, as well as weekly Team training sessions.
Utilize ITSM ticketing system such as ServiceNow to classify, prioritize and enter details of each working interaction with appropriate level of detail and accuracy.
Participate in team projects that enhance the quality or efficiency of Service Desk service.
Average handling time ~9-13 minutes, handling 12-14 contacts per hour.
Accurate troubleshooting notes, multi‑tasking – documenting and troubleshooting simultaneously.
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