Level 2 Service-Desk Technician

Insight Global - Billerica, MA

Full-time - Mid Level

Billerica, MA

Administrative and Support Services

About the position

The Mid-Level Service Desk Support role at Insight Global is a contract position focused on providing exceptional IT support to internal employees in a life sciences environment. The IT Support Specialist will be responsible for troubleshooting hardware and software issues, supporting lab operations, and ensuring a high level of customer service. This position requires expertise in Windows operating systems, Office365, and ServiceNow, along with strong documentation skills.

Responsibilities

• Act as the face of IT to the user population, providing excellent customer service over the phone, email, and in person.
• Image and deploy new computers and software, setup accounts in Active Directory and various applications as needed, and train users on basic functionality of our systems.
• Become a subject matter expert on one or more internal systems/applications and own the internal documentation and vendor relationships.
• Use strong documentation skills to ensure that tickets and databases are kept up to date with relevant information.

Requirements

• 3+ years of experience in helpdesk/ServiceDesk/IT support role utilizing ticketing systems supporting 500+ end users.
• Experience in supporting Windows and Office 365, with Dell & Lenovo machines.
• Ability to provide hardware, application, and password reset support for onsite and remote end users.
• Strong experience adhering to Service Level Agreements (SLAs) in helpdesk contexts.