Help Desk Analyst

Job Description

Insight Global is seeking a proactive and customer-focused IT Helpdesk Support Specialist for a SMB legal solutions client of ours to provide first and second-level technical support for hardware, software, and network issues in a fast-paced environment. In this role, you will log, prioritize, and troubleshoot incoming emails, tickets, and walk-up requests, addressing technical problems with hardware and software across Windows (10 / 11) and Mac systems. Responsibilities include diagnosing and resolving user issues, escalating complex problems when necessary, installing and upgrading hardware / software, managing warranty repairs, and maintaining accurate inventory counts. You will also create and maintain system images for laptops, prepare and ship products daily with proper documentation, and process incoming packages. The ideal candidate is detail-oriented, organized, and able to multitask under pressure while delivering exceptional customer service and timely solutions.

Required Skills & Experience

• Proficiency in MS Office and relevant software packages / applications.
• Strong customer service orientation with excellent interpersonal skills.
• Ability to respond promptly and accurately to requests.
• Highly detail-oriented, organized, and capable of multitasking under pressure to meet deadlines.
• Proactive and motivated with strong problem-solving and follow-up skills.
• Previous experience in IT Helpdesk or technical support role. Understanding of networking basics and common enterprise applications.