Job Description
• Provide first-line technical support for end users (hardware, software, access issues)
• Respond to tickets via phone, email, ticketing system, and walk-ups
• Troubleshoot Microsoft 365, VPN, and business applications
• Perform password resets, account unlocks, and access provisioning
• Document, update, and resolve tickets while maintaining accurate notes
• Escalate complex issues to Level 2/3 teams
• Support new hire onboarding (account setup, device provisioning)
• Configure and deploy laptops, peripherals, and mobile devices
• Assist with offboarding and equipment recovery
• Maintain inventory of devices and assets
• Communicate clearly with users on issue status and resolution
Participate in on-call rotations and support operational initiatives
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
• Experience providing Level 1 / Help Desk technical support
• Strong troubleshooting skills across:
• Windows 10/11 environments
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Familiarity with Active Directory / Entra ID (account management, password resets)
• Experience with ticketing systems (ServiceNow, Freshservice, or similar)
• Basic networking knowledge (TCP/IP, VPN, DNS, Wi-Fi)
• Hardware support experience (laptops, desktops, printers, mobile devices)
• Ability to document tickets and troubleshoot clearly
• Strong customer service and communication skills
Ability to support remote and onsite users
Nice to Have Skills & Experience
- Exposure to software licensing and inventory management
- Knowledge of basic cybersecurity / endpoint security practices
- Previous involvement in onboarding/offboarding processes
- Experience maintaining knowledge base documentation
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.