Tier 1 Help Desk

Job Description

We are seeking a Tier 1 Helpdesk / Desktop Support Analyst to provide first-level technical support to end users across hardware, software, and enterprise systems. This individual will serve as the frontline of IT supportresolving issues, escalating when needed, and ensuring a strong end-user experience.

• Provide Tier 1 technical support via phone, email, and ticketing system for end users

• Troubleshoot and resolve issues related to:

• Windows / macOS operating systems

• Microsoft 365 (Outlook, Teams, etc.)

• Network connectivity, VPN, and printers

• Log, track, and manage tickets through the service desk platform (ServiceNow, Jira, etc.)

• Perform basic hardware support including:

• Laptop/desktop setup and imaging

• Installation (monitors, printers, docking stations)

• Assist with user account management

• Support new hire onboarding/offboarding (device provisioning, account setup)

• Document troubleshooting steps and maintain knowledge base articles

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

Skills and Requirements

• 13 years of experience in helpdesk, service desk, or desktop support

• Hands-on experience troubleshooting hardware, software, and basic networking issues [Tier 1 helpdesk | OneNote]

• Experience with a ticketing system (ServiceNow, Jira, ConnectWise, etc.) [Tier 1 helpdesk | OneNote]

• Strong customer service and communication skills

• Ability to prioritize and manage multiple support requests Experience with Active Directory / Azure AD

Exposure to Microsoft 365 environment

CompTIA A+ or Google IT Support Certification