Helpdesk Level 2

Insight Global is seeking an IT Support Specialist to serve as the front line of support for a growing organization. This is an L2 support role, not a password-reset-only position. You will work primarily within Slack and Jira Service Desk, handling repeatable IT functions such as access management, device support, licensing, and employee onboarding/offboarding, allowing the broader IT team to focus on more advanced administrative initiatives., * Triage and resolve tickets submitted through Slack and Jira Service Desk, ensuring same-day resolution for standard access and device requests.

• Manage Okta application access, password and MFA resets, and support common SaaS platforms including Google Workspace, Slack, Zoom, Navan, and Adobe.
• Provide Kandji and macOS support, including device provisioning, updates, loaner equipment management, office hardware support, and Apple Business Manager (ABM) administration.
• Execute new hire and employee exit procedures, including laptop deployment and recovery, account provisioning and deprovisioning, Slack access, and building access coordination.
• Maintain software license and seat management across platforms such as GitHub, Cursor, Adobe, and Slack, identifying opportunities for cost optimization and utilization improvements.
• Escalate complex issues involving GitHub organization administration, identity provider architecture, or vendor-related incidents to the appropriate internal stakeholders.

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

• 3+ years of experience in L2 Help Desk, Desktop Support, Workplace IT, or a similar IT support role within a macOS-centric environment.
• Experience supporting Okta or a similar Identity Provider (IdP) platform.
• Hands-on experience with MDM solutions such as Kandji, Jamf, or Intune and Apple hardware support.
• Strong written communication skills with the ability to provide professional, customer-focused support through Slack and ticketing systems.
• Proven ability to follow through on issues and provide a positive end-user experience.
• Ability to work onsite in San Francisco to provide white-glove support and manage hardware inventory. - Direct experience with Kandji.
• Experience administering Jira Service Desk.
• Google Workspace administration experience.
• Basic GitHub organization support experience.
• Experience supporting a company of approximately 200 employees where IT operates as a lean, highly collaborative team.