Desktop Support Specialist

Job Description

We are looking for a proactive and customer-oriented Desktop Support Specialist to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently. You will support various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity.

The position also involves deskside support for laptops, printers, scanners, and other peripheral devices.

As part of our commitment to service excellence, you will respond to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes. You’ll work closely with internal teams to resolve issues quickly and consistently exceed SLA expectations. Exceptional customer service is at the heart of this role, and we expect you to prioritize user satisfaction in every interaction.

Additionally, you will be responsible for documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

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  To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

• 3+ years of experience in desktop or IT support, with hands‑on exposure to Level 1 and Level 2 troubleshooting.
• Proficiency in supporting Windows-based PCs, including hardware diagnostic and software troubleshooting.
• Experience with application support for internal business users, including installation, configuration, and issue resolution.
• Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
• Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
• Familiarity with ticketing systems (e.g., Service Now, Jira) and experience documenting technical issues and resolutions.
• Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
• Excellent communication and customer service skills, with a user-first mindset and a calm, professional demeanor under pressure. Familiarity with Jira or Service Now ticketing system.