Job Description
We are seeking an IT Support Specialist (Tier 2) to join a high-volume support team within a fast-paced corporate environment. This role will focus on resolving escalated technical issues that are not captured by Tier 1 support or automation, while delivering an exceptional customer experience. This is an opportunity for candidates looking to grow their career in IT, with strong training, exposure to enterprise tools, and long-term potential for conversion.
Key Responsibilities:
· Provide Tier 2 technical support primarily via phone support (with some chat support)
· Troubleshoot issues related to virtual desktop access, internal platforms, and user-facing systems
· Support retail hardware devices (mobility tools used for sales and inventory operations)
· Assist with access-related requests, including MFA enrollment and troubleshooting as well as user access issues and role-based permissions
· Triage and resolve issues escalated from Tier 1 or automation tools
· Accurately document all interactions and maintain ticketing compliance within ServiceNow
· Collaborate with cross-functional teams to resolve complex or recurring technical issues
· Leverage internal knowledge bases and AI tools to identify solutions and improve efficiency
· High-volume environment (~700–800 contacts/day on weekdays)
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
· 0–2 years of experience in IT support, service desk, or customer-facing technical role
· Strong customer service and communication skills (critical requirement)
· Ability to troubleshoot technical issues and think critically to resolve complex problems
· Experience with or exposure to ticketing systems (ServiceNow preferred, not required)
· Ability to navigate multiple systems and learn new tools quickly
· Strong collaboration skills and ability to work across teams
Adaptability in a fast-changing, AI-enhanced environment
Nice to Have Skills & Experience
· Basic understanding of network troubleshooting concepts and user access management and authentication (MFA)
· Experience with ServiceNow or similar ticketing platforms
· Familiarity with remote support tools or virtual desktop environments
· Exposure to AI tools or technology-assisted support environments
· Certifications (CompTIA A+, Network+, ITIL, etc.) are a plus but not required
· Bachelor’s degree in IT, Computer Science, or related field preferred but not required
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.