Job Description
Position Overview
We are seeking a Tier 1 Help Desk Technician to provide frontline technical support for end users across desktop, mobile, and remote access environments. This individual will serve as the first point of contact for IT-related issues, with a strong focus on Mobile Device Management (MDM), remote connectivity support, user provisioning, and troubleshooting. The ideal candidate is customer-focused, technically proficient, and experienced supporting enterprise mobile devices and remote workforce technologies. Based on similar Tier-1 support and endpoint management requirements found in internal helpdesk and IT support documentation, experience with Intune, Workspace ONE, device provisioning, identity/access management, and ticketing systems is highly valued.
Responsibilities
Provide Tier 1 technical support via phone, email, chat, and ticketing systems.
Troubleshoot and resolve issues related to laptops, desktops, mobile devices, and peripheral hardware.
Support Mobile Device Management (MDM) platforms such as Microsoft Intune, Workspace ONE, MobileIron, or VMware Workspace ONE.
Enroll, configure, deploy, and troubleshoot iOS and Android devices.
Assist users with remote access technologies including VPN, Remote Desktop, Citrix, and Microsoft Azure Virtual Desktop.
Create, modify, and disable user accounts within Active Directory, Azure AD, and Microsoft 365.
Troubleshoot MFA, password resets, account lockouts, and access-related issues.
Provision and deploy new hardware and mobile devices for employees.
Document incidents, service requests, and resolutions within ServiceNow, Jira, or similar ticketing platforms.
Escalate complex issues to Tier 2 or infrastructure teams while maintaining ownership of the ticket through resolution.
Maintain asset inventories and device lifecycle records.
Create and update knowledge base articles and support documentation.
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
Required Qualifications
1–3 years of experience in a Help Desk, Service Desk, Desktop Support, or Technical Support role.
Experience supporting enterprise mobile devices in an MDM environment.
Knowledge of Microsoft 365, Windows 10/11, and macOS.
Experience troubleshooting VPN and remote access connectivity issues.
Familiarity with Active Directory, Azure AD, and identity/access management.
Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or ConnectWise.
Strong customer service and communication skills.
Ability to prioritize multiple support requests in a fast-paced environment.
Preferred Qualifications
Experience with Microsoft Intune, Workspace ONE, MobileIron, or JAMF.
CompTIA A+, Network+, or Microsoft certifications.
Experience supporting hybrid and remote workforce environments.
Basic PowerShell scripting experience.
Knowledge of Microsoft Entra ID, MFA, and endpoint security best practices.
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.