(White Glove) Service Desk Technician

Insight Global is seeking a Virtual Genius Bar Phone Support Technician for a top commercial real estate services and facilities management client. This candidate will serve as the first point of contact for employees, executives, brokers, and business partners requiring technical assistance. The ideal individual will deliver high-touch remote support across Microsoft 365, Windows 11, Teams, mobile devices, and enterprise applications while maintaining an exceptional customer experience. This role combines technical troubleshooting expertise with strong communication skills, allowing the technician to act as a trusted technology advisor. The candidate will handle incidents and service requests, support VIP users, document solutions within ServiceNow, and work cross-functionally with engineering and infrastructure teams to drive efficient issue resolution and continuous service improvement. This is an excellent opportunity for a customer-focused IT professional looking to support a large enterprise environment while developing expertise in modern workplace technologies.

Day-to-Day:

• Provide first-contact technical support via phone, Microsoft Teams, email, and remote support tools

• Diagnose and resolve hardware, software, operating system, networking, and application issues

• Support Microsoft 365, Windows 11, Teams, mobile devices, and cloud-based technologies

• Assist with account provisioning, access requests, password resets, and authentication support

• Configure hardware, peripherals, and mobile devices

• Perform software installations and troubleshooting

• Deliver white-glove support for executive and VIP users

• Document incidents, requests, and resolutions within ServiceNow

• Create and maintain knowledge base articles and troubleshooting documentation

• Escalate complex technical issues to specialized support and engineering teams

• Collaborate with Infrastructure, Security, Identity, Engineering, and Service Desk teams

• Participate in technology rollouts, upgrades, and service improvement initiatives

• Promote end-user productivity through coaching and technology adoption guidance

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/.

Must-Haves:

• 2-5 years of IT Support, Service Desk, Help Desk, or Desktop Support experience

• Experience providing phone-based or remote technical support in an enterprise environment

• Strong Windows 11 administration and troubleshooting skills

• Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, Office)

• User administration experience

• Mobile device support experience (iOS and Android)

• Understanding of basic networking concepts including VPN, Wi-Fi, and remote connectivity

• Experience with ServiceNow or similar ITSM platforms

• Experience using remote support tools

• Strong customer service and communication skills

• Ability to troubleshoot hardware, software, operating systems, and application issues Plusses:

• Intune device management experience

• Modern endpoint management experience

• Experience supporting Microsoft Teams Voice

• Experience supporting executives and VIP users

• Associate degree or equivalent technical training