Tier 2 Service Desk Analyst (onsite Boston)
Insight Global, Boston, MA, United States
Job Description
Responsibilities
Provide responsive, timely, high‑quality support to corporate customers.
Research, resolve, and respond to complex questions via email, chat, collaboration tools, and in‑person support.
Support the computing and collaboration environment on platforms such as Microsoft Office 365, Windows 10 (PC, laptop, mobile), MS Office suite, Zoom, and proprietary remote support tools (ProxyPro, Bomgar, TeamViewer, BeyondTrust).
Support audio‑visual teleconference systems, including Zoom Rooms.
Acquire and maintain updated knowledge of supported platforms, releases, policies, and support delivery methods.
Attend structured and unstructured training sessions, assist in workshops, and participate in weekly team training sessions.
Use ITSM ticketing system (e.g., ServiceNow) to classify, prioritize, and record detailed tickets with accuracy and professionalism.
Participate in team projects to enhance Service Desk service quality or efficiency.
Maintain average handling time of 9–13 minutes, handling 12–14 contacts per hour.
Provide accurate troubleshooting notes and multitask documentation and troubleshooting simultaneously.
Shift: 8–5 pm EST, onsite in Boston, MA office, five days a week.
Benefits
Opportunity to volunteer for holiday work at 1.5× pay.
Accrual of up to 10 days paid time off.
Multi‑year long engagement.
Compensation
$28–33 /hr, based on skills, experience, and education.
Skills and Requirements
2–4 year technical degree or equivalent experience as a Service Desk Analyst or Technical Support (1–2+ years).
Proven positive customer service and communication skills.
Onsite technical support and remote support experience.
Experience with ACD systems (e.g., Amazon AWS, Avaya, Cisco Jabber, Unified Contact Center, Genesys, NICE InContact, Five9).
Experience with ITSM/ticketing systems (BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk).
Hands‑on Break/Fix support of desktop and laptop equipment and peripherals.
Support Microsoft Windows 10 OS, Office 365 provisioned accounts, iOS/Android/mobile devices, macOS, and collaboration platforms (Zoom, Slack, MS Teams).
Experience with remote‑support technologies (Bomgar, TeamViewer, BeyondTrust).
Familiarity with legal applications (iManage, InTapp, Box).
Experience supporting macOS 10–11 (MacBook Air/Pro).
ServiceNow experience.
Technical certifications (if any).
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 race, color, ethnicity, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.
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Responsibilities
Provide responsive, timely, high‑quality support to corporate customers.
Research, resolve, and respond to complex questions via email, chat, collaboration tools, and in‑person support.
Support the computing and collaboration environment on platforms such as Microsoft Office 365, Windows 10 (PC, laptop, mobile), MS Office suite, Zoom, and proprietary remote support tools (ProxyPro, Bomgar, TeamViewer, BeyondTrust).
Support audio‑visual teleconference systems, including Zoom Rooms.
Acquire and maintain updated knowledge of supported platforms, releases, policies, and support delivery methods.
Attend structured and unstructured training sessions, assist in workshops, and participate in weekly team training sessions.
Use ITSM ticketing system (e.g., ServiceNow) to classify, prioritize, and record detailed tickets with accuracy and professionalism.
Participate in team projects to enhance Service Desk service quality or efficiency.
Maintain average handling time of 9–13 minutes, handling 12–14 contacts per hour.
Provide accurate troubleshooting notes and multitask documentation and troubleshooting simultaneously.
Shift: 8–5 pm EST, onsite in Boston, MA office, five days a week.
Benefits
Opportunity to volunteer for holiday work at 1.5× pay.
Accrual of up to 10 days paid time off.
Multi‑year long engagement.
Compensation
$28–33 /hr, based on skills, experience, and education.
Skills and Requirements
2–4 year technical degree or equivalent experience as a Service Desk Analyst or Technical Support (1–2+ years).
Proven positive customer service and communication skills.
Onsite technical support and remote support experience.
Experience with ACD systems (e.g., Amazon AWS, Avaya, Cisco Jabber, Unified Contact Center, Genesys, NICE InContact, Five9).
Experience with ITSM/ticketing systems (BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk).
Hands‑on Break/Fix support of desktop and laptop equipment and peripherals.
Support Microsoft Windows 10 OS, Office 365 provisioned accounts, iOS/Android/mobile devices, macOS, and collaboration platforms (Zoom, Slack, MS Teams).
Experience with remote‑support technologies (Bomgar, TeamViewer, BeyondTrust).
Familiarity with legal applications (iManage, InTapp, Box).
Experience supporting macOS 10–11 (MacBook Air/Pro).
ServiceNow experience.
Technical certifications (if any).
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 race, color, ethnicity, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.
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