Job Description

A client of Insight Global’s is looking for a Tier 2 IT Support Analyst to join their team in Manassas, VA. This primary responsibility of the candidate will be taking phone calls from a phone queue, answering chats, working the unassigned queue and being the desktop support point of contact for the 100 onsite end users. Customer service, excellent communication and technical troubleshooting skills are paramount for success in this role.

Required Skills & Experience

• 4+ years of experience resolving end user’s hardware and software issues in an IT environment.

• Experience operating at a Tier 2 level

• Experience with Tanium

• Active Directory experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)

• Ticketing experience (prefer ServiceNow)

• Excellent customer service skills.

• Strong verbal and written communication along with multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)

• Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, WebEx, Cisco Any Connect (VPN)/ Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)

• Remote troubleshooting experience or "remoting in" using SCCM, Citrix, Screenmeet

Compensation:

Salary Range for this position is: $25 - $30/hour.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as short-term and long-term disability, life insurance and AD&D. Employees will also have access to a registered retirement savings account with employer matching. Employees in this role are also entitled to sick leave and/or other paid time off as provided by applicable law.