Job Description
This team serves as the primary line of defense for all end-user support — there is no escalation layer beyond them for most hardware and software issues. This role requires a highly responsive, customer-focused individual who can troubleshoot and resolve issues efficiently to ensure minimal disruption to the business.
The position supports a dynamic, high-volume environment, combining both onsite and remote support across multiple locations.
Key Responsibilities:
• Provide Tier 2 support for hardware and software issues, including installations, break/fix, and troubleshooting
• Manage and resolve tickets through ServiceNow, prioritizing incidents (break/fix) before service requests
• Support Active Directory administration (user creation, permissions, access management)
• Deliver high-touch customer service to a diverse user base, including corporate, field, and retail-facing employees
• Troubleshoot and support mobile devices, desktops, and end-user systems
This role requires the candidate to be onsite 5 days a week!
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 experience in Help Desk (minimum Tier 2 support)
• Hands on experience with Active Directory, Windows OS, and Microsoft Office Suite, SharePoint / OneDrive
• Strong troubleshooting skills across hardware, software and user access issues
• Excellent communication skills across various stakeholders
Nice to Have Skills & Experience
• PowerShell scripting for process improvement and automation
• College Degree / 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.