Help Desk Level 2 Specialist

Insight Global; San Francisco (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Insight Global is seeking an IT Support Specialist to serve as the front line of support for a growing organization in San Francisco. This L2 role handles access management, device support, licensing, and onboarding/offboarding primarily via Slack and Jira Service Desk.

The ideal candidate has 3+ years in L2 Help Desk or Desktop Support, strong communication, and hands-on experience with Okta, Kandji/Jamf/Intune, and macOS hardware. Onsite SF work is required to provide white-glove support.

Qualifications

• 3+ years of experience in L2 Help Desk or Desktop Support within a macOS-centric environment.
• Experience supporting Okta or similar Identity Provider platform.
• Hands-on with Kandji, Jamf, or Intune and Apple hardware support.

Responsibilities

• Triage and resolve tickets submitted through Slack and Jira Service Desk, aiming for same-day resolution for standard requests.
• Manage Okta access, password/MFA resets, and support common SaaS platforms including Google Workspace, Slack, Zoom, Navan, and Adobe.
• Provide Kandji and macOS support, including device provisioning, updates, and ABM administration.
• Execute new hire and exit procedures including laptop deployment, account provisioning and deprovisioning, and access control.
• Maintain software license and seat management across GitHub, Cursor, Adobe, and Slack, optimizing utilization.
• Escalate complex issues involving GitHub organization administration or identity/provider architecture to internal stakeholders.

Skills

L2 Help Desk experience

Strong written communication

Onsite SF work

Tools

Jira Service Desk

Slack

Okta

Kandji

Jamf

Intune

Apple Business Manager

GitHub

Cursor

Adobe

Job description

About the Role Insight Global is seeking an IT Support Specialist to serve as the front line of support for a growing organization. This is an L2 support role, not a password-reset-only position. You will work primarily within Slack and Jira Service Desk, handling repeatable IT functions such as access management, device support, licensing, and employee onboarding/offboarding, allowing the broader IT team to focus on more advanced administrative initiatives.

Responsibilities

• Triage and resolve tickets submitted through Slack and Jira Service Desk, ensuring same-day resolution for standard access and device requests.
• Manage Okta application access, password and MFA resets, and support common SaaS platforms including Google Workspace, Slack, Zoom, Navan, and Adobe.
• Provide Kandji and macOS support, including device provisioning, updates, loaner equipment management, office hardware support, and Apple Business Manager (ABM) administration.
• Execute new hire and employee exit procedures, including laptop deployment and recovery, account provisioning and deprovisioning, Slack access, and building access coordination.
• Maintain software license and seat management across platforms such as GitHub, Cursor, Adobe, and Slack, identifying opportunities for cost optimization and utilization improvements.
• Escalate complex issues involving GitHub organization administration, identity provider architecture, or vendor-related incidents to the appropriate internal stakeholders.

REQUIRED SKILLS AND EXPERIENCE

Must-Haves

• 3+ years of experience in L2 Help Desk, Desktop Support, Workplace IT, or a similar IT support role within a macOS-centric environment.
• Experience supporting Okta or a similar Identity Provider (IdP) platform.
• Hands-on experience with MDM solutions such as Kandji, Jamf, or Intune and Apple hardware support.
• Strong written communication skills with the ability to provide professional, customer-focused support through Slack and ticketing systems.
• Proven ability to follow through on issues and provide a positive end-user experience.
• Ability to work onsite in San Francisco to provide white-glove support and manage hardware inventory.

NICE TO HAVE SKILLS AND EXPERIENCE

• Direct experience with Kandji.
• Experience administering Jira Service Desk.
• Basic GitHub organization support experience.
• Experience supporting a company of approximately 200 employees where IT operates as a lean, highly collaborative team.