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Desktop Support Tier II

Insight Global • Clinton, MA • 1w ago

Job Description

Provide Tier II support for Windows-based desktops and laptops.

Install, configure, and troubleshoot peripheral devices (printers, scanners, monitors, etc.).

Perform password resets and account management in Active Directory.

Assist with network connectivity issues and basic server refresh tasks.

Execute scheduled system updates and hardware refreshes.

Document incidents, resolutions, and maintain accurate support logs.

Lead and supervise a small team of Tier I support technicians, providing guidance and training.

Coordinate escalations and ensure timely resolution of technical issues.

Ensure compliance with IT security policies and procedures.

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 HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

3+ years of experience in desktop support or IT helpdesk roles.

Strong knowledge of Windows OS and Microsoft Office Suite.

Familiarity with Active Directory and password management.

Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

Experience with hardware troubleshooting and peripheral setup.

Proven experience in a Team Lead or Supervisor role within IT support.

Excellent problem-solving and communication skills. Exposure to server administration and virtualization technologies.

Knowledge of ITIL processes and ticketing systems (e.g., ServiceNow).

Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional.

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