Information Technology Help Desk Technician

Insight Global

Key Responsibilities

• Provide friendly and responsive frontline technical support to employees through channels including Slack, Zoom, in-person support, and the IT ticketing system.
• Respond to, document, and resolve IT support tickets within established service level agreements (SLAs).
• Troubleshoot common hardware, software, connectivity, and application issues involving Windows and macOS devices.
• Support Microsoft 365 applications, Zoom, and other business applications.
• Assist with employee onboarding and offboarding, including laptop preparation, application installation, account setup, and equipment collection.
• Set up, configure, deploy, and troubleshoot laptops, monitors, peripherals, and other end-user equipment.
• Assist with hardware and software inventory and device lifecycle activities.
• Assist with user account and access-related tasks in Active Directory, Entra ID, and Okta following established procedures.
• Assist with troubleshooting common authentication, SSO, MFA, and application access issues.
• Assist with the setup and support of Zoom Rooms, conference room technology, and audio/video equipment.
• Provide technical support for meetings and company events as needed.
• Assist with device management and configuration using the organization's MDM solutions.
• Follow established procedures for deploying applications, device configurations, and security settings.
• Create and update documentation and knowledge base articles for common IT issues and procedures.
• Escalate complex or unresolved issues to senior IT team members with appropriate troubleshooting details.
• Participate in IT projects, technology deployments, upgrades, and other operational activities.
• Maintain a customer-first approach and contribute to a positive employee IT experience.
• Develop technical knowledge and stay current with relevant IT technologies and best practices.

Requirements & Tech Stack

• Basic understanding of Windows and macOS operating systems.
• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with Microsoft 365, Zoom, or other collaboration tools.
• Familiarity with IT ticketing systems or IT service management (ITSM) concepts.
• Exposure to Active Directory, Okta, or other identity management platforms.
• Exposure to MDM solutions such as Jamf or Microsoft Intune.
• Familiarity with Zoom Rooms or audio/video conferencing equipment.
• Basic understanding of networking concepts such as Wi-Fi, DNS, DHCP, and VPN.
• Basic scripting or automation experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• 0–2 years of experience in IT support, customer service, or a related technical field; relevant education, training, internships, or hands-on experience may be considered in lieu of professional IT experience.
• Strong interest in technology and willingness to learn new systems and tools.
• Customer-focused approach with strong communication and interpersonal skills.
• Strong troubleshooting and problem-solving skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and priorities effectively.
• Ability to work collaboratively within a team and independently when required.
• Ability to follow established procedures while knowing when to escalate an issue.
• Relevant technical coursework, training, or certifications.
• Compensation: $25-$35/hour (based on YOE)