Job Information
Insight Global IT Operations & Support Analyst in Waltham, Massachusetts
Job Description
The IT Operations & Support Analyst is a hybrid role responsible for delivering high-quality end-user support while also contributing to the stability, improvement, and modernization of clients IT environment. This role blends hands-on support, systems analysis, and operational improvement to ensure technology reliably enables the business. This position serves as both a frontline support resource and a technical analyst resolving incidents and requests, supporting enterprise platforms, analyzing recurring issues, improving processes, and partnering with Infrastructure, Security, and Applications teams on initiatives and projects
Responsibilities:
Provide Tier 1 and Tier 2 end‑user support across hardware, software, identity, and collaboration tools
Resolve incidents and service requests via the service desk system, email, and phone
Troubleshoot issues related to:
Windows and macOS devices
Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
Mobile devices (iOS / Android)
MFA, SSO, VPN, and access‑related issues
Perform user lifecycle management
Provision, configure, and support laptops, mobile devices, and peripherals
Maintain accurate asset and device records
Support and administer core IT platforms, including:
Microsoft 365
Endpoint management (Intune / Workspace ONE)
Identity and access systems
Act as an escalation point for recurring support issues
Analyze incident and request trends to identify root causes and improvement opportunities
Partner with Infrastructure and Security teams to implement fixes and preventative controls
Assist with change management, testing, and rollout of system updates and enhancements
Develop and maintain runbooks and knowledge base articles
Standardize repeatable tasks and contribute to operational automation
Participate in CAB discussions and follow established change processes
Contribute to IT reporting, metrics, and operational visibility
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
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
3–6+ years of experience in IT support or end‑user computing roles
Strong working knowledge of:
Windows and macOS operating systems
Microsoft 365 ecosystem
Identity and access concepts (MFA, SSO)
Endpoint and mobile device support
Experience working with ticketing systems and ITIL‑aligned processes
Strong analytical, troubleshooting, and documentation skills
Excellent communication skills with both technical and non‑technical stakeholders
- Ability to balance day‑to‑day support responsibilities with longer‑term operational improvement work