Job Description
We are seeking a Tier 1 Helpdesk / Desktop Support Analyst to provide first-level technical support to end users across hardware, software, and enterprise systems. This individual will serve as the frontline of IT support—resolving issues, escalating when needed, and ensuring a strong end-user experience.
- Provide Tier 1 technical support via phone, email, and ticketing system for end users
- Troubleshoot and resolve issues related to:
- Windows / macOS operating systems
- Microsoft 365 (Outlook, Teams, etc.)
- Network connectivity, VPN, and printers
- Log, track, and manage tickets through the service desk platform (ServiceNow, Jira, etc.)
- Perform basic hardware support including:
- Laptop/desktop setup and imaging
- Installation (monitors, printers, docking stations)
- Assist with user account management
- Support new hire onboarding/offboarding (device provisioning, account setup)
- Document troubleshooting steps and maintain knowledge base articles
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
- 1–3 years of experience in helpdesk, service desk, or desktop support
- Hands-on experience troubleshooting hardware, software, and basic networking issues [Tier 1 helpdesk | OneNote]
- Experience with a ticketing system (ServiceNow, Jira, ConnectWise, etc.) [Tier 1 helpdesk | OneNote]
- Strong customer service and communication skills
- Ability to prioritize and manage multiple support requests
Nice to Have Skills & Experience
Experience with Active Directory / Azure AD
Exposure to Microsoft 365 environment
CompTIA A+ or Google IT Support Certification
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.