Desktop Support Technician - Level 2

Job Description

Insight Global is seeking an experienced Desktop Support Technician (Level
2) to join our client’s healthcare IT consulting team in San Francisco. This role supports end-user technology needs, resolves escalated technical issues, and works closely with the client and internal teams to maintain a reliable, secure, and productive computing environment.

This is an onsite support opportunity for an independent, proactive technician who excels in troubleshooting, communication, and customer support.

• Troubleshoot escalated issues by reviewing logs, dumps, and event viewer data
• Resolve complex problems, including OS corruption, driver conflicts, and service failures
• Use diagnostic tools (ping, trace route, etc.) for network/system analysis

• Troubleshoot business applications based on SOPs
• Apply patches, updates, and rollbacks; tune application configurations

• Perform Level 2 support for Windows and macOS
• Create and troubleshoot virtual machines
• Handle OS patching, updates, and emergency hotfixes

• Support VPN and remote access issues
• Respond to security alerts as outlined in SOPs
• Assist in vulnerability scans, remediation, and escalation

• Verify and troubleshoot backup jobs
• Restore end-user data and support Bay State IT–managed storage environments

• Prepare detailed change requests with impact and rollback plans
• Coordinate maintenance windows
• Execute scripted and automated deployments (Power Shell, RMM, Intune)
• Validate changes and document updates

• Open and manage vendor support cases
• Provide logs and system data to expedite issue resolution
• Track patches, firmware releases, and manage updates through change control

• Tune systems based on CPU, memory, and I/O metrics
• Recommend hardware upgrades to prevent bottlenecks

• Document advanced troubleshooting procedures
• Update runbooks and internal knowledge articles
• Suggest improvements such as automation or monitoring enhancements

• Support and mentor Level 1 technicians
• Act as an escalation point, ensuring SLA adherence
• Provide updates to IT leadership, project teams, and business units

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:

• 3–5+ years of desktop or Level 2 IT support experience
• Hands‑on experience with an ITSM system (Freshdesk, Service Now etc.) Okta, Microsoft 365, and Qualys preferred
• Ability to work independently and handle escalations confidently - Associate or Bachelor's Degree in an IT related field
• IT Certifications