Job Description
A client of Insight Global is looking for a Desktop Support Technician to join their team in Kennesaw, GA for a 6-month contract that’s possible hire involves independently resolving complex end-user incidents and supporting enterprise endpoint standards. The Support Technician demonstrates ownership of escalations within scope, contributes to operational improvements, and begins mentoring junior staff.
This role transitions from reactive ticket handling to proactive service stabilization and trend-based prevention. This person may also be pulled into resolving ServiceNow tickets, mostly hardware-based issues. This may also include identifying, researching, and resolving moderately complex technical problems by responding to phone calls, emails, and personnel requests for technical support. They will also document, track, and monitor problems to ensure a timely resolution. The Desktop Support Technician should have excellent customer service, rapport building, act with a sense of urgency, be self-motivated and self-sufficient, and provide prompt and accurate responses to diagnose and troubleshoot hardware and software issues.
Key Responsibilities:
• Resolve Tier II technical issues independently.
• Maintain SCCM images and deploy endpoints.
• Provide A/V and conference room support.
• Execute incidents and requests in accordance with SLAs.
• Identify trends and recommend preventative improvements.
• Mentor less experienced technicians.
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
• 2+ years in Advanced troubleshooting in enterprise environments
• Must be a go getter, proactive
• Excellent customer service / communication
• Strong troubleshooting (self-starter, research to find problem)
• Experience with upgrades, installations, imaging on MS Windows
• Able to setup and troubleshoot AV / Conference Room set
• Familiarity with TCP/IP, Wi-Fi, DNS fundamentals
• Strong knowledge of Active Directory and access control policies
• Comfortable with on-call rotation (6 weeks)
Nice to Have Skills & Experience
• Experience with SCCM, Intune, or endpoint management platforms
• Vulnerability remediation (SOX compliant)
• ServiceNow
• Bachelor's Degree
• ITIL certified 4-5
• Azure 900 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.