Help Desk Level 2 Specialist

About the Role Insight Global is seeking an IT Support Specialist to serve as the front line of support for a growing organization. This is an L2 support role, not a password-reset-only position. You will work primarily within Slack and Jira Service Desk, handling repeatable IT functions such as access management, device support, licensing, and employee onboarding/offboarding, allowing the broader IT team to focus on more advanced administrative initiatives.

• Triage and resolve tickets submitted through Slack and Jira Service Desk, ensuring same-day resolution for standard access and device requests.
• Manage Okta application access, password and MFA resets, and support common SaaS platforms including Google Workspace, Slack, Zoom, Navan, and Adobe.
• Provide Kandji and macOS support, including device provisioning, updates, loaner equipment management, office hardware support, and Apple Business Manager (ABM) administration.
• Execute new hire and employee exit procedures, including laptop deployment and recovery, account provisioning and deprovisioning, Slack access, and building access coordination.
• Maintain software license and seat management across platforms such as Git Hub, Cursor, Adobe, and Slack, identifying opportunities for cost optimization and utilization improvements.
• Escalate complex issues involving Git Hub organization administration, identity provider architecture, or vendor-related incidents to the appropriate internal stakeholders.

• 3+ years of experience in L2 Help Desk, Desktop Support, Workplace IT, or a similar IT support role within a macOS-centric environment.
• Experience supporting Okta or a similar Identity Provider (IdP) platform.
• Hands-on experience with MDM solutions such as Kandji, Jamf, or Intune and Apple hardware support.
• Strong written communication skills with the ability to provide professional, customer-focused support through Slack and ticketing systems.
• Proven ability to follow through on issues and provide a positive end-user experience.
• Ability to work onsite in San Francisco to provide white-glove support and manage hardware inventory.

• Direct experience with Kandji.
• Experience administering Jira Service Desk.
• Basic Git Hub organization support experience.
• Experience supporting a company of approximately 200 employees where IT operates as a lean, highly collaborative team.