Information Technology Analyst

Insight Global is seeking a Tier 2 Information Systems (IS) Analyst to provide advanced technical support for employees and business applications across the enterprise. This role serves as the escalation point for complex technical issues that cannot be resolved by the Tier 1 Service Desk and works closely with infrastructure, security, application, and business teams to ensure reliable IT services.

• Required Qualifications
• Bachelor's degree in Information Systems, Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years of experience in IT Support, Service Desk, Desktop Support, or Systems Support.
• Strong experience troubleshooting Windows 10/11 environments.
• Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.
• Working knowledge of Active Directory and Azure Active Directory.
• Experience with ticketing systems such as ServiceNow or similar ITSM platforms.
• Knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong written and verbal communication skills.

• Key Responsibilities
• Serve as the Tier 2 escalation point for hardware, software, network, and application-related issues.
• Diagnose and resolve complex technical incidents while meeting established SLAs.
• Provide support for Windows operating systems, Microsoft 365 applications, Active Directory, and enterprise business applications.
• Manage user account administration including provisioning, access requests, password resets, and permission changes.
• Troubleshoot issues involving desktops, laptops, mobile devices, printers, VPN connectivity, and collaboration tools.
• Monitor incident queues and prioritize tickets based on business impact and urgency.
• Collaborate with Tier 1 Support, Infrastructure, Security, and Application Support teams on escalated issues.
• Document troubleshooting steps, root causes, and technical solutions within the service management platform.
• Participate in problem management activities to identify recurring issues and recommend permanent fixes.
• Support software deployments, upgrades, patches, and technology refresh initiatives.
• Assist with onboarding and offboarding activities, including equipment setup and access management.
• Maintain knowledge base articles and standard operating procedures.
• Participate in after-hours support rotations as needed.