Job Description
Insight Global is seeking an experienced Desktop Support Technician (Level 2) to join our client’s healthcare IT consulting team in San Francisco. This role supports end-user technology needs, resolves escalated technical issues, and works closely with the client and internal teams to maintain a reliable, secure, and productive computing environment.
This is an onsite support opportunity for an independent, proactive technician who excels in troubleshooting, communication, and customer support.
What You’ll Do:
Advanced Incident Diagnosis & Resolution
- Troubleshoot escalated issues by reviewing logs, dumps, and event viewer data
- Resolve complex problems, including OS corruption, driver conflicts, and service failures
- Use diagnostic tools (ping, traceroute, etc.) for network/system analysis
Application & Middleware Support
- Troubleshoot business applications based on SOPs
- Apply patches, updates, and rollbacks; tune application configurations
Operating Systems Support
- Perform Level 2 support for Windows and macOS
- Create and troubleshoot virtual machines
- Handle OS patching, updates, and emergency hotfixes
Network & Security
- Support VPN and remote access issues
- Respond to security alerts as outlined in SOPs
- Assist in vulnerability scans, remediation, and escalation
Backup, Restore & Storage
- Verify and troubleshoot backup jobs
- Restore end-user data and support Bay State IT–managed storage environments
Change Management & Deployments
- Prepare detailed change requests with impact and rollback plans
- Coordinate maintenance windows
- Execute scripted and automated deployments (PowerShell, RMM, Intune)
- Validate changes and document updates
Vendor & Level 3 Coordination
- Open and manage vendor support cases
- Provide logs and system data to expedite issue resolution
- Track patches, firmware releases, and manage updates through change control
Performance & Capacity Optimization
- Tune systems based on CPU, memory, and I/O metrics
- Recommend hardware upgrades to prevent bottlenecks
Knowledge Base & Process Improvement
- Document advanced troubleshooting procedures
- Update runbooks and internal knowledge articles
- Suggest improvements such as automation or monitoring enhancements
Mentorship & Communication
- Support and mentor Level 1 technicians
- Act as an escalation point, ensuring SLA adherence
- Provide updates to IT leadership, project teams, and business units
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/.
Required Skills & Experience
- 3–5+ years of desktop or Level 2 IT support experience
- Hands-on experience with an ITSM system (Freshdesk, ServiceNow etc.) Okta, Microsoft 365, and Qualys preferred
- Ability to work independently and handle escalations confidently
Nice to Have Skills & Experience
- Associate or Bachelor's Degree in an IT related field
- IT Certifications
Benefit packages for this role will start on the 1st 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.