Technical Support Analyst

Technical Support Analyst

About the Company

Insight Global is seeking a Support Analyst who will serve as the first point of contact for end-user technical support, providing timely assistance for hardware, software, account access, and connectivity issues while delivering a high level of customer service.

About the Role

This individual is responsible for provisioning and deprovisioning user accounts, imaging and deploying new equipment, configuring endpoint devices, and maintaining workstation standards across the organization. The role supports desktop computers, laptops, printers, monitors, mobile devices, Microsoft 365, Teams, Outlook, and other approved applications, resolving routine technical issues and troubleshooting system-related problems. The Support Analyst manages an average of 5-10 personal tickets while contributing to a team workload of approximately 100-150 service requests, documenting all activities and resolutions within the ticketing system. As the initial point of contact for the Help Desk, they assess incidents, communicate status updates, and escalate complex issues to the appropriate IT teams or vendors when necessary. Additional responsibilities include supporting endpoint management, software installations, patching, security standards, inventory management, and maintaining accurate records of assigned assets and configurations. The individual will create and maintain technical documentation, knowledge articles, and user guides while proactively identifying recurring issues and recommending improvements. This role also participates in technology deployments, workstation rollouts, and cross-functional IT initiatives while effectively supporting both technical and non-technical stakeholders.

Responsibilities

• Serve as the first point of contact for end-user technical support, providing timely assistance for hardware, software, account access, and connectivity issues while delivering a high level of customer service.
• Provision and deprovision user accounts.
• Image and deploy new equipment.
• Configure endpoint devices and maintain workstation standards across the organization.
• Support desktop computers, laptops, printers, monitors, mobile devices, Microsoft 365, Teams, Outlook, and other approved applications.
• Resolve routine technical issues and troubleshoot system-related problems.
• Manage an average of 5-10 personal tickets while contributing to a team workload of approximately 100-150 service requests.
• Document all activities and resolutions within the ticketing system.
• Assess incidents, communicate status updates, and escalate complex issues to the appropriate IT teams or vendors when necessary.
• Support endpoint management, software installations, patching, security standards, and inventory management.
• Maintain accurate records of assigned assets and configurations.
• Create and maintain technical documentation, knowledge articles, and user guides.
• Proactively identify recurring issues and recommend improvements.
• Participate in technology deployments, workstation rollouts, and cross-functional IT initiatives.
• Effectively support both technical and non-technical stakeholders.

Qualifications

• 6-months or more of professional experience with troubleshooting, provisioning, and imaging hardware such as laptops, monitors, PCs, printers, and other devices.

Required Skills

• 6-months or more of professional experience with troubleshooting, provisioning, and imaging hardware such as laptops, monitors, PCs, printers, and other devices.
• Passionate about technology and serving users.
• Great communications skills.
• Go-getter personality.
• Well organized.
• High attention to detail.
• General understanding of hardware, software, and operating systems.

Preferred Skills

• Experience leveraging a ticketing system (such as ServiceNow or Remedy).
• Experience with Active Directory.
• Experience with Windows.
• Experience with Dell hardware.

Pay range and compensation package

• Openings: 1
• Duration: 3-month contract to hire with conversion to full time employee after 3 months
• Location & Travel: Onsite 5 days a week in Topeka
• PR: $20/hr - $25/hr
• Salary/Conversion Salary: $50,000 - $60,000

Equal Opportunity Statement

The job description does not include a specific equal opportunity statement. Candidates will be considered in accordance with the company’s standard hiring practices and applicable employment laws.