Job Description The Service Desk Analyst I is responsible for providing fast and useful technical assistance on not only computer systems but also other devices and applications that are necessary for our clients to perform their job duties. Service Desk Analyst I will answer queries on basic technical issues and work to resolve them. Service Desk Analyst I must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. Essential Functions - Serve as the first point of contact for customers seeking technical assistance over the phone or email. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on IT products or services. • Record events and problems and their resolution in logs. • Follow-up and update customer status and information. • Pass on any feedback or suggestions by customers to the appropriate internal team. • Maintain skills by attending related training and performing research. • Identify and suggest possible improvements on procedures • Evening and weekend off hour activities as required. • Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality. • Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team. • Develops constructive and cooperative working relationships with others and maintains them over time. • Encourages and builds mutual trust, respect and cooperation among team members. • Experience in implementation and/or use of ITIL and ITSM concepts. • Other IT support or IT administrative tasks 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 • Associate degree in Information Technology or equivalent work experience. • Knowledge of TCP /IP, DNS, WINS, and DHCP • Knowledge of MS Active Directory • Knowledge of network cabling standard and network room build outs. • Tech savvy with working knowledge of office automation products, databases and remote access applications. • Good understanding of computer systems, mobile devices and other tech products. • Exceptional judgment, thinking skills, interpersonal skills. • Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements. • Highly organized and resourceful, must have the ability to create and maintain systems to leverage knowledge and available information. • Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills. • Exceptional ability to work as a team player. • Ability to train, explain and impart knowledge to others. • Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality. • Capable of working within established policies, procedures and practices prescribed by the organization. • English sufficient to provide and receive instructions/directions.