Service Desk Technician

Insight Global is seeking a Level 2 Onsite Service Desk Technician for a top research and academic client. This individual will provide hands-on technical support to employees and end users in a fast-paced enterprise environment. The technician will troubleshoot hardware, software, and system-related issues, manage support tickets, and ensure users receive timely and effective solutions. This is a highly visible role requiring strong customer service skills, technical troubleshooting expertise, and the ability to work onsite five days per week within a professional office setting.

• 3+ years of hands-on deskside support, service desk, or technical support experience * Strong customer service and end-user support skills in a professional environment * Excellent verbal and written communication skills with the ability to support a diverse user base * Experience providing onsite technical support for desktops, laptops, mobile devices, printers, and peripherals * Proficiency supporting Windows operating systems and Microsoft 365 applications * Experience utilizing ServiceNow or a similar ITSM/ticketing platform * Ability to troubleshoot and resolve hardware, software, and basic network connectivity issues * Strong documentation skills and attention to detail when logging incidents and resolutions * Ability to work independently in a fully onsite environment (5 days/week) Comfortable supporting staff in an office and university setting * Experience supporting users in higher education, research, or enterprise environments * Exposure to Active Directory, Azure AD, or endpoint management tools * Knowledge of conference room technology and AV troubleshooting * Experience with device deployments, imaging, and hardware refresh projects * Familiarity with Apple/macOS devices IT certifications such as CompTIA A+, Network+, or Microsoft certifications