IT Support Technician

The Service Desk Specialist provides Tier 1 and Tier 2 technical support for end users across a multi-site enterprise environment. This individual serves as the primary point of contact for service requests and incidents, delivering exceptional customer service while troubleshooting hardware, software, access, and operating system issues. The role supports technologies including Microsoft 365, Okta, Microsoft Authenticator, Windows 11, macOS, and Dell laptops and desktops. On a daily basis, the Service Desk Specialist manages ticket queues, responds to phone and service requests, documents and tracks incidents in Ivanti, and escalates issues as needed. This individual is responsible for supporting user onboarding, imaging and deploying workstations, preparing equipment for new hires, coordinating technology refreshes, and shipping hardware to remote locations. The role also contributes to technical documentation, knowledge base development, and continuous improvement of IT service management processes. The ideal candidate brings strong troubleshooting skills, a customer-first mindset, and experience working in an ITSM-driven environment. Success in this position requires the ability to manage multiple priorities, resolve issues efficiently, maintain SLA compliance, and provide white-glove support while driving meaningful improvements to day-to-day service desk operations. This is a fully onsite role in Louisville, KY supporting a highly sought after company.

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/.

2+ years of experience in a service desk, desktop support, or end-user support role

Broad range of experience with Ivanti, Microsoft 365, Okta, Windows 11, macOS, hardware deployment, and workstation imaging

Strong communication, documentation, and problem-solving skills are essential Prior experience delivering white-glove executive or VIP support

Hands-on experience with Ivanti or a similar ITSM/ticketing platform

Participation in technology refresh projects, onboarding, and employee lifecycle support

Experience supporting both Windows 11 and macOS environments

Knowledge of ITIL/ITSM best practices and service delivery metrics