Job Description
Insight Global is seeking a Tier 2 Help Desk Engineer to provide technical support for employees across the organization for a cybersecurity client of ours. This individual will act as an escalation point for Tier 1 issues, troubleshooting and resolving complex technical problems related to endpoint devices, productivity applications, identity management, and collaboration tools. The ideal candidate is customer-focused, technically proficient, and experienced supporting a Mac-based environment.
- Provide Tier 2 technical support for end-user hardware, software, networking, and access-related issues.
- Troubleshoot and resolve escalated incidents involving macOS, iOS devices, Google Workspace applications, Slack, and related technologies.
- Manage and resolve tickets through the company’s ticketing system while adhering to service-level expectations.
- Support users with Gmail, Google Calendar, Google Drive, and other Google Workspace services.
- Diagnose and resolve endpoint issues for remote employees across multiple geographies.
- Collaborate with other IT teams to escalate and resolve complex technical problems.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
- Perform user account management, access provisioning, and troubleshooting.
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 a Tier 2 Help Desk, Service Desk, or IT Support role.
- Strong experience supporting macOS and iOS environments.
- Hands-on experience administering and troubleshooting:
Google Workspace (Gmail, Google Calendar, Google Drive, etc.) Slack, Remote collaboration tools
- Experience working with enterprise ticketing systems.
- Strong troubleshooting, problem-solving, and customer service skills.
Nice to Have Skills & Experience
- Experience with Okta for identity and access management.
- Experience with Kandji for Apple device management.
- Experience using Jira for ticketing and workflow management.
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.