2nd Shift - Desktop Support Analyst

Insight Global • Wilkes-Barre, PA • 6d ago

Job Description

As a Desktop Support Analyst, you will support the onsite Mail Order Pharmacy by providing desktop support to include technical advice, guidance, and informal training to customers using hardware and software programs. This is a 2nd shift position with the below hours:

Wednesday-Thursday - 3:00pm - 1:30am ET

Friday - 2:00pm-12:30am ET

Saturday - 12:00pm - 10:30pm ET

Some of the main responsibilities for this opportunity include:

Troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.

Proactively monitoring and performing preventative maintenance.

Identifying technical issues and escalating to appropriate second level groups if needed.

Collaborating to identify root causes.

Creating checklists and procedures for problem control and prevention.

Working in a team setting, sharing information.

Responding, resolving, and documenting service tickets in a timely manner according to service level agreements or assigned completion dates.

Resolving work orders and problem tickets across multiple locations including those remotely supported.

Providing 24 x 7 on-call support as assigned including weekends.

Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.

Installing and maintaining equipment located on the floor as well as overhead.

Moving printers, monitors, and other equipment as needed.

Shift hours are

o Monday-Friday 9:30am-6:00pm ET.

o Cover PTO for night shift employees.

Compensation:

$20/hr to $30/hr

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

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401K retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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

2+ years in a Microsoft windows environment providing hands-on IT Desktop Support.

1+ years in a Microsoft windows environment providing remote Desktop Support using remote tools such as Splunk, Splash top, Go to assist, and/or Remote Desktop.

1+ years of hands-on experience supporting printers such as: Zebra, Ricoh, HP, Canon, and/or Lexmark.

1+ years of experience installing and maintaining equipment located on the floor as well as overhead.

Ability to move printers, monitors, and other equipment as needed up to 50 lbs.

2+ years of problem solving/trouble shooting experience that demonstrated working knowledge of operating systems/hardware/software.

Must be flexible with shift. First 4 weeks of training the start and end time will vary based on who they train with/shadow.

Ability to work in office 100% of the time. This is NOT a remote role.

Ability to travel for projects, escalations, outages, production support, and cross-training. Approximately 25%.

Reliable transportation.

Ability to work the below hours

Wednesday-Thursday - 3:00pm - 1:30am ET

Friday - 2:00pm-12:30am ET

Saturday - 12:00pm - 10:30pm ET - 2+ years in a Production Environment proving Desktop Support HIGHLY Preferred

Good oral and written communication skills and possesses a strong customer focus.

Completing project tasks independently with little or no follow-up from Manager including assigned change control tasks.

Bachelor's degree and 3 + years of experience in a hands-on desktop support role.

Experience in a Windows environment with MCSE, MCP, A+, SEC +, Network + certification.

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