Job Description
The Senior IT Support Technician is responsible for delivering advanced on-site and remote technical support for a wide array of computing systems, including desktops, notebooks, and peripheral devices. This role plays a critical part in system maintenance, troubleshooting, compliance, and serves as a technical escalation point for resolving complex hardware and software issues. The technician also contributes to IT projects and documentation.
Monitor the ticket flow for the supported business unit and resolve or escalate urgent tickets and those at risk of missing their SLA.
Serve as a liaison between business unit leadership and the IT department, keeping the business unit advised of IT projects serving or impacting them as well as keeping IT advised of business unit projects requiring IT support.
Act as a technology advisor to business unit leadership, providing guidance on leveraging technology – including artificial intelligence – to achieve business objectives, improve operational efficiency, and drive innovation. This includes evaluating technologies, recommending solutions, and ensuring alignment with the overall business strategy.
Partner with the business unit to understand core business processes and the systems supporting them.
Handle escalated customer requests and implement corrective actions.
Installation & Configuration:
Set up, configure, and administer desktops, laptops and other devices.
Ensure hardware and software systems are installed to company standards and operational requirements.
Support & Troubleshooting:
Provide second-level support for resolving advanced technical issues, both remotely and on-site.
Respond to incidents in accordance with Service Level Agreements (SLAs).
Documentation & Communication:
Ensure systems adhere to IT security policies and corporate standards.
Effectively communicate system issues, updates, and assigned project progress
Compliance:
Ensure systems adhere to company IT standards, policies, and security protocols.
Work Order Management:
Utilize ticketing/work order platforms (e.g., ServiceNow) to log, track, and resolve service requests.
Keep work orders up to date and ensure proper documentation of all activities.
Collaboration:
Collaborate with peers and management on infrastructure improvements and IT initiatives.
Other Duties: Assist with planning and executing IT projects as assigned.
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
Experience: 10+ years of hands-on technical support experience.
Strong proficiency with Office 365 and Windows 11 Operating System.
Working knowledge of TCP/IP, DNS, DHCP, and network configurations.
Skilled in diagnosing and repairing PC, notebook, and peripheral hardware.
Experience with backup software, remote desktop tools, and endpoint management.
Nice to Have Skills & Experience
Basic scripting (e.g., PowerShell)
Familiarity with relevant business applications including Revit, Aptean Made2Manage, and Microsoft Dynamics 365
Microsoft MCP or equivalent 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.