Senior Deskside Support

Insight Global is seeking a Senior Desktop Support Specialist for a top government/defense client. This individual will provide advanced Tier 1 and Tier 2 end-user support within a high-visibility enterprise environment. The ideal candidate will have extensive experience troubleshooting hardware, software, and Windows 11 issues while supporting technologies such as Active Directory, ServiceNow, SCCM, VPN, VTC, and Microsoft Teams. This person will serve as a technical escalation resource for junior engineers, perform device deployments and lifecycle refresh activities, manage service tickets, and work cross-functionally with engineering teams to resolve complex issues. Candidates must possess an active Secret Clearance, Security+ certification, and a strong background supporting enterprise IT environments.

• Provide Tier 1 and Tier 2 deskside support to end users
• Troubleshoot and resolve hardware, software, and operating system issues
• Image and deploy Windows 11 devices
• Manage hardware inventory and asset tracking
• Perform IMAC activities and technology refresh projects
• Utilize ServiceNow to manage incidents, requests, updates, and SLA compliance
• Support Active Directory, Microsoft Office applications, VPN connectivity, SCCM, VTC, and Microsoft Teams
• Escalate advanced issues to upper-level engineering teams as needed
• Serve as an escalation point for junior and mid-level deskside engineers
• Collaborate with multiple technical teams to resolve complex issues
• Document troubleshooting efforts and resolutions within the ITSM platform
• Support a primarily Windows-based environment

• Active DoD Secret Clearance
• Bachelor’s degree in a related field
• Active CompTIA Security+ certification
• 10 years of deskside and/or end-user support experience
• Windows 11 troubleshooting and device deployment experience
• Active Directory, Microsoft 365, VPN, and Microsoft Teams support experience
• ServiceNow experience
• IMAC, asset management, and lifecycle refresh experience
• Strong troubleshooting skills in a Windows-based enterprise environment