Job Description
Responsibilities:
As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of staff by performing a variety of technical tasks including, but not limited to the following:
• PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune).
• Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access.
• Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revue, Autodesk product suite, and related), and software as a service (SaaS) platform.
• Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture.
• Initial Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training.
• Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.
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, Knowledge, and Skills:
A successful candidate will have a high school diploma with 4+ years of relevant experience.
• Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
• Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
• Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
• Familiarity of remote support tools
• MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
• TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools
General and Behavioral Attributes:
To be successful in our fast-paced and ever evolving environment, a successful candidate should have a demonstrated track record of the following critical attributes:
• Attention to detail and strong analytical and advanced problem-solving skills relying on a combination of fundamental knowledge and independent analysis;
• Strong organizational, team collaboration, and mentoring skills to provide timely and efficient response to service requests while providing technical leadership to the support team;
• Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment;
• Ability to handle challenging situations in a professional, cordial, and collaborative manner;
• Commitment to continuous learning and professional development.
$66,240.00-$93,060.00
Exact compensation may vary based on several factors, including skills, experience, and education.
Nice to Have Skills & Experience
Industry Experience
Plus- AZ-900 fundamentals, A+ and Network+ 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.