Help Desk Technician

Job Description

Insight Global is looking for an onsite IT Help Desk Technician to provide front-line technical support for their customer in Ipswich, MA. This individual will be responsible for supporting both on-site and remote users in a fast-paced enterprise environment. This role focuses on day-to-day end-user support, device setup, troubleshooting, and ticket management using FreshService as the primary service desk platform.

The ideal candidate is customer-focused, comfortable supporting Windows and macOS devices, and able to work independently while collaborating closely with the Helpdesk team.

Key Responsibilities:

• Provide Tier 1 / Tier 2 support for end users across Windows and macOS environments

• Respond to incidents and service requests submitted via FreshService, email, phone, or walk-up support

• Troubleshoot hardware and software issues, including laptops, peripherals, printers, and conference room equipment

• Image, configure, deploy, and troubleshoot endpoint devices for new hires and existing employees

• Support Microsoft 365 applications (Outlook, Teams, OneDrive, Office apps)

• Track, document, and update tickets clearly to ensure accurate communication and timely resolution

• Escalate issues appropriately when root cause exceeds tiered support scope

• Follow established IT processes, security guidelines, and documentation standards

• Provide professional, courteous support to users at all technical skill levels

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

Skills and Requirements

• 2+ years of hands-on IT Helpdesk or Deskside Support experience (enterprise environment preferred)

• Strong troubleshooting skills across Windows and macOS platforms

• Experience supporting Microsoft 365 applications and user accounts

• Familiarity with ticketing systems (FreshService, ServiceNow, Zendesk, or equivalent)

• Ability to diagnose basic networking and connectivity issues (Wi-Fi, VPN, printing, peripherals)

• Strong written and verbal communication skills

• Proven ability to manage multiple tickets and competing priorities - Experience with endpoint management tools (Intune, Jamf, or similar)

• Familiarity with Active Directory or Entra ID user/device management

• Experience supporting conference room or AV technology

• Prior experience in a scientific, lab, or regulated environment

• Exposure to onboarding / offboarding workflows