Job Description The Senior Helpdesk Analyst is on the front line of IT support, servicing employees and partners. Focused on excellent customer service, this role handles requests and incidents with end-user systems, peripherals, and mobile devices.  Provide level 1 and limited level 2 support for users via phone, web, email, and live chat.  Support remote users using desktop management tools.  Troubleshoot & resolve problems with end-user equipment & software.  Support the latest Windows/Mac operating systems.  Escalate issues to appropriate teams within IT as needed.  User account provisioning and maintenance.  Supervise the user onboarding service including provisioning of hardware and access for users prior to their start date.  Manage incoming help tickets and assign them appropriately.  Create and maintain documentation as it relates to end-user systems, support, and processes.  Assist with maintaining end-user inventory of equipment.  Performs other related duties and participates in special projects 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 HR@insightglobal.com .     To 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 3+ years technical phone support experience for a company 500+ associates  Working tickets & user requests from start to finish with a high level of customer service & communication  (Win 10/11) and Mac OS  Microsoft O365 Suite (Office, Outlook, Visio, Project).  Proficiency in CRM systems such as Zendesk, ServiceNow, etc.  Experience with various hardware including: PCs, Macs, printers, peripherals, smartphones, and A/V equipment  Administering user and computer accounts within Active Directory  Experience using, and troubleshooting, VPN for remote connectivity  Solid understanding of varying IT software and hardware platforms  Administering office telephony equipment and services  Strong customer service null 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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.