Support Services Technician III

Insight Global is looking for a Support Services Technician to provide first-level support for software, hardware, and end-user technology issues. This individual will troubleshoot and resolve basic to moderately complex technical problems for internal customers through phone, chat, email, and occasional in-person interactions. Responsibilities include supporting Windows devices, Microsoft 365 applications, Active Directory administration, VPN connectivity, network drive access, mobile devices, software installations, and printers. The analyst will document all troubleshooting activities within the ticketing system and escalate more complex issues to senior technicians as needed. One of the most common responsibilities involves assisting users with the installation and troubleshooting of decentralized software applications. Following a 4 to 6-week onsite training period, the position will transition to fully remote.

• 1 to 2 years of experience supporting Microsoft Windows environments in a break/fix capacity * Experience troubleshooting Microsoft Office and Microsoft 365 applications * Experience supporting Windows 10 workstations * Experience working with a ticketing system * Experience troubleshooting VPN connectivity issues * Active Directory experience, including password resets and group assignments * Experience troubleshooting network drive access * Experience supporting mobile devices, including iPhone, iPad, and Android * Strong troubleshooting skills and the ability to independently investigate issues * Strong customer service and communication skills across phone, chat, and email * Ability to accurately document troubleshooting steps in a ticketing system * ServiceNow experience * Associate degree in a related field * Bachelor’s degree * Apple or macOS support experience * CompTIA A+, Network+, Microsoft, or similar certification * Experience supporting printers and multifunction devices * Experience working in a smaller IT environment where technicians handle a broad range of responsibilities