Insight Investment

IT Helpdesk Analyst

Insight Investment

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • 🇺🇸 United States

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Salary

💰 $105,000 - $115,000 per year

Job Level

Mid-LevelSenior

Tech Stack

ServiceNow

About the role

  • Provide a proactive and high-quality IT Support
  • Ensure tickets / requests are responded to within a timely manner
  • Manage end users’ expectations and ensure they receive regular updates on outstanding issues
  • Ensure that agreed service standards are being met and instigate appropriate procedures when they are not
  • Manage issues through to resolution
  • Update ServiceNow tickets whenever possible so others can see updates
  • Carry out root cause analysis on issues and provide resolutions for users whenever possible
  • Undertake continuous improvement and small-scale enhancements / mini projects as requested
  • Create and update documentation on Confluence / ServiceNow as required
  • Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls

Requirements

  • Strong diagnostic skills and experience with root-cause analysis
  • Windows 11, Office / M365 apps
  • Active Directory / Group Policy Insight Investment - Confidential - Internal
  • Windows performance / process monitoring
  • Collaboration Software (Teams, Zoom, etc.)
  • Troubleshooting experience with Excel (add-ins, macros, etc.)
  • Exposure to MFA (or similar secure login)
  • Experience with Remote Support via RDP or similar
  • Uses a systematic approach to a complex problem or situation, approaches it from different angles
  • Can understand advice given from technical specialists and assess the impact in relation to actual requirements
  • Able to work with incomplete information and to determine dependencies and constraints, likely to be of a highly technical nature
  • Understands the conflicting and changing business requirements and factors these into planning

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
diagnostic skillsroot-cause analysisWindows 11Office 365Active DirectoryGroup PolicyWindows performance monitoringtroubleshootingRemote SupportMFA
Soft skills
systematic approachproblem-solvingcommunicationcollaborationadaptabilityplanningexpectation managementcontinuous improvementdocumentation skillsuser support