IT Service Desk Technician

Insight Global seeking a highly experienced Level 2 Service Desk Technician to provide comprehensive end-user support for a dynamic environment at Alliant Insurance. This role is 100% focused on resolving technical issues, including SSO authentication problems, AP system errors, file share access, application permissions, hardware troubleshooting, Windows 11 issues, and login failures. The technician will handle approximately 20 tickets per day, serving as the primary line of defense for escalated incidents. Support is delivered primarily through Zoom calls, phone calls, and ServiceNow, requiring strong communication skills and proficiency in ticketing systems. While most issues will be resolved independently, the role includes collaboration with senior team members and engineers for complex escalations. This position demands excellent problem-solving abilities, adaptability across a wide range of technologies, and a commitment to delivering timely, high-quality support in a

fast-paced environment, * 5-7 years of experience in a Service Desk or Help Desk role, with proven ability to handle Level 2 support responsibilities.

• Proficiency with ServiceNow for ticket management and workflow handling.
• Strong technical skills in Active Directory administration; experience with remote support tools (e.g., Splashtop or similar) is required.
• Hands-on experience with Microsoft Intune for remote application installations, device management, and troubleshooting, along with solid general troubleshooting skills.
• Excellent communication and customer service skills, with the ability to work independently in a fully remote environment, manage time effectively, and maintain professionalism under pressure.

Nice to Have Skills & Experience

• Insurance Background is a Plus
• M&A Driven Company Background for Past Experience

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.