Level 1 Help Desk
Insight Global, Watertown, MA, United States
Job Description
Key Responsibilities
Provide Level 1-2 end-user support for hardware, software, printer, VPN, and basic network-related issues
Manage, prioritize, and resolve support requests through the ServiceNow ticketing system or similar platform
Perform laptop setup, imaging, configuration, deployment, refresh, and decommissioning
Troubleshoot and resolve issues using RMM tools, with Atera experience preferred
Diagnose and resolve technical issues independently and escalate when necessary after appropriate troubleshooting
Maintain accurate documentation of incidents, resolutions, knowledge articles, and support procedures
Support onboarding and offboarding processes, including device provisioning, account setup, access removal, and policy assignment
Support and manage endpoint configuration and compliance through Microsoft Intune
Support user and device configuration tasks within Microsoft Entra ID
Assist with management of device identities, group assignments, and directory-based configuration processes
Track, manage, and maintain IT inventory, including laptops, peripherals, accessories, and other technology assets
Monitor stock levels of IT equipment and supplies, and report shortages proactively
Ensure proper asset tagging, inventory accuracy, and lifecycle tracking for all IT equipment
Meet response and resolution expectations in accordance with established SLAs
Assist with routine IT operations, system maintenance, and general support initiatives
PART TIME 9am-2pm 5X/WEEK ONSITE
PR: $25/HR
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
Required Skills and Experience
Experience in a Level 1-2 help desk, desktop support, or IT support role
Hands-on experience with ServiceNow or a similar ticketing platform
Familiarity with Atera or other remote monitoring and management tools
Strong troubleshooting skills in Windows environments; Mac support experience is a plus
Experience with Microsoft Entra ID for user and device configuration
Experience with Microsoft Intune for device enrollment, configuration, and endpoint support
Experience with laptop provisioning, deployment, and asset lifecycle management
Experience maintaining IT inventory and supporting asset tracking processes
Solid understanding of common IT support tasks, including user accounts, printers, VPN connectivity, and basic networking
Familiarity with directory-based administration, device objects, group management, and user support within Microsoft environments
Ability to work independently, manage priorities, and drive tickets through to completion
Strong communication, customer service, and documentation skills
Key Responsibilities
Provide Level 1-2 end-user support for hardware, software, printer, VPN, and basic network-related issues
Manage, prioritize, and resolve support requests through the ServiceNow ticketing system or similar platform
Perform laptop setup, imaging, configuration, deployment, refresh, and decommissioning
Troubleshoot and resolve issues using RMM tools, with Atera experience preferred
Diagnose and resolve technical issues independently and escalate when necessary after appropriate troubleshooting
Maintain accurate documentation of incidents, resolutions, knowledge articles, and support procedures
Support onboarding and offboarding processes, including device provisioning, account setup, access removal, and policy assignment
Support and manage endpoint configuration and compliance through Microsoft Intune
Support user and device configuration tasks within Microsoft Entra ID
Assist with management of device identities, group assignments, and directory-based configuration processes
Track, manage, and maintain IT inventory, including laptops, peripherals, accessories, and other technology assets
Monitor stock levels of IT equipment and supplies, and report shortages proactively
Ensure proper asset tagging, inventory accuracy, and lifecycle tracking for all IT equipment
Meet response and resolution expectations in accordance with established SLAs
Assist with routine IT operations, system maintenance, and general support initiatives
PART TIME 9am-2pm 5X/WEEK ONSITE
PR: $25/HR
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
Required Skills and Experience
Experience in a Level 1-2 help desk, desktop support, or IT support role
Hands-on experience with ServiceNow or a similar ticketing platform
Familiarity with Atera or other remote monitoring and management tools
Strong troubleshooting skills in Windows environments; Mac support experience is a plus
Experience with Microsoft Entra ID for user and device configuration
Experience with Microsoft Intune for device enrollment, configuration, and endpoint support
Experience with laptop provisioning, deployment, and asset lifecycle management
Experience maintaining IT inventory and supporting asset tracking processes
Solid understanding of common IT support tasks, including user accounts, printers, VPN connectivity, and basic networking
Familiarity with directory-based administration, device objects, group management, and user support within Microsoft environments
Ability to work independently, manage priorities, and drive tickets through to completion
Strong communication, customer service, and documentation skills