We are looking for a proactive and customer-oriented Desktop Support Specialist to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently. You will support various applications used by employees, troubleshoot PC-related problems, and assist with network connectivityincluding maintaining reliable on-site machine shop connectivity to ensure uninterrupted operations in production environments. The position also involves deskside support for laptops, printers, scanners, and other peripheral devices.
As part of our commitment to service excellence, you will respond to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes. Youll work closely with internal teams to resolve issues quickly and consistently exceed SLA expectations. Exceptional customer service is at the heart of this role, and we expect you to prioritize user satisfaction in every interaction. Additionally, you will be responsible for documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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
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3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.
Proficiency in supporting Windows-based PCs, including hardware diagnostics and software troubleshooting.
Experience with application support for internal business users, including installation, configuration, and issue resolution.
Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
Familiarity with ticketing systems (e.g., ServiceNow, Jira) and experience documenting technical issues and resolutions.
Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
Excellent communication and customer service skills, with a user-first mindset and a calm, professional demeanor under pressure.
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.