Senior Service Desk Analyst

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This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$35.00/yr - $43.00/yr

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Insight Global is seeking a Senior Service Desk Analyst to join a lean IT team in Arlington, VA. The immediate need is to deploy and image laptops, support users across two locations, and drive improvements in customer service and mobile device management. The role is onsite during the contract period, with potential for hybrid flexibility upon conversion. This is slated as a 3–6-month contract-to-hire full‑time position.

* Candidates must be able to work on W2 without sponsorship now and in the future*

• Laptop Deployment & Imaging:
  • Set up and deploy laptops, create and maintain “golden images” using OS deployment tools (PLUS OS Deployer preferred).
  • Implement, configure, and maintain Mobile Device Management solutions (Intune, JAMF, or similar).
  • Set up and manage Intune environments, not just maintain existing setups.
• Service Desk Operations:
  • Handle Tier 1–3 support tickets (6–8 per day, typically resolved in 15 minutes or less).
  • Troubleshoot PC hardware and software issues.
  • Support users in both Arlington and remote locations (cross-team and Team Viewer support).
  • Manage Office 365, license permissioning, and MFA.
  • Address phishing email incidents and keep devices up to date.
  • Partner with Jason to improve customer service processes (CSR) across the organization.
  • Work independently as an individual contributor within a 6-person team.
  • Identify and propose process improvements for service desk and Mobile Device Management operations.

• 4–5+ years of senior helpdesk/service desk experience.
• Strong PC troubleshooting skills (hardware & software).
• Proven experience with Mobile Device Management (Intune, JAMF, or similar)—including setup and ongoing management.
• Experience with OS deployment and imaging (PLUS OS Deployer or equivalent).
• Office 365 administration and license management.
• Familiarity with MFA and phishing email response.
• Self‑motivated, fast learner, and proactive problem solver.
• Able to work onsite in Arlington, VA, 5 days/week during contract period.

• A+ Certification, MCP, or Endpoint Manager certification.
• Experience with Windows‑heavy environments.
• Experience with JAMF or other Mobile Device Management platforms.
• Experience with endpoint management tools.
• Team of 6, individual contributor (no mentoring/training responsibilities).
• 6–8 tickets/day; expected to take on a larger share to support current system admins.
• Contract period: 8‑hour days (7:30–4:30 or 8–5, with 1‑hour lunch).
• After conversion:
  Hybrid schedule (3 days onsite/2 remote), flexible hours.
• Career growth opportunities available; potential to advance in tech stack and leadership.
• No on‑call required during contract (only 2 calls/year expected).

Compensation: $35/hr to $43/hr exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st 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

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