Insight Global
Website:
insightglobal.com
Job details:
Must‑Have Skills & Requirements
- 2+ years of experience providing IT Support / Service Desk support in a high‑volume environment
- Experience working in a ticketing system (4,000+ tickets per month preferred)
- Strong troubleshooting skills across macOS, Windows 10, Chrome OS, and basic networking/VPN issues
- Hands‑on experience supporting SaaS applications (Okta, Google Workspace, Slack, Zoom, O365)
- Experience with ITSM tools and following standard operating procedures and SLAs
- Ability to provide high‑quality customer service to employees at all levels, across multiple regions and time zones
- Experience with endpoint management tools (JAMF, Intune, AirWatch preferred)
Job Description
Databricks is hiring an experienced IT Support Analyst to deliver high‑quality technical support to employees globally. This role focuses on providing first‑line support through tickets, Slack, and email while ensuring an exceptional end‑user experience. The IT Support Analyst will troubleshoot hardware, software, and connectivity issues, escalate complex problems as needed, and support ongoing IT projects and process improvements.
Core Responsibilities
- Respond to incoming support requests and incidents via Slack and ticketing systems
- Diagnose and resolve hardware, software, and network connectivity issues
- Provide first‑line troubleshooting and escalate complex issues to higher support tiers
- Administer user account provisioning and access management
- Maintain accurate ticket documentation and meet expected SLAs
- Build, configure, ship, receive, and maintain hardware assets (laptops and mobile devices)
- Maintain and update knowledge base articles and SOPs
- Support and maintain asset inventory systems, ensuring all hardware/software allocations are logged
- Collaborate with IT team members to improve processes, tools, and automation
What Success Looks Like
- Consistently delivering timely, high‑quality support with a strong customer‑service mindset
- Reducing ticket resolution times through effective troubleshooting and documentation
- Helping improve IT operations by identifying efficiencies and process improvements
- Supporting a seamless IT experience for Databricks employees across regions and time zones
This position pays $15-20/hr LPA depending on level of experience
Click on Apply to know more.