Job Description
The IT Support Handler will provide friendly, efficient technical support to end users across multiple channels, including phone, chat, and email. This role is responsible for troubleshooting and resolving a wide range of IT issues while delivering a high‑quality customer experience. The ideal candidate is technically curious, service‑oriented, and comfortable managing multiple requests simultaneously in a fast‑paced environment.
Responsibilities
Provide first‑ and second‑level technical support to users via phone, chat, and email
Diagnose, troubleshoot, and resolve hardware, software, and basic network issues
Accurately document issues, resolutions, and follow‑up actions in the ticketing system
Manage and prioritize multiple support requests at once while meeting service expectations
Escalate complex or unresolved issues as needed while maintaining ownership of the ticket
Communicate clearly and professionally with users, setting expectations and providing updates
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
Strong customer service mindset with excellent verbal and written communication skills
Technical aptitude with the ability to quickly learn and troubleshoot IT issues
Proven ability to multitask and work efficiently in a high‑volume support environment
Fast and accurate typing and strong attention to detail in documentation
Willingness to participate in an on‑call rotation
Nice to Have
IT helpdesk certifications such as CompTIA A+ and/or Network+
Prior experience in an IT support, help desk, or technical customer service role
Work Requirements
In‑office position (no remote option)
Participation in an on‑call rotation as schedul
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.