Help Desk Support Specialist (Level 2)

Insight Global; San Francisco (CA); Hybrid; USD 55,000 - 61,000; Part time

Benefits offered by this job

Hybrid work model

Job summary

Insight Global in San Francisco is seeking a part-time Help Desk Support Specialist (Level 2) to join our IT team, supporting employees across the U.S. and abroad. The role runs 20 hours per week, 8:00 AM–12:00 PM, Monday–Friday, with a four-week initial contract and potential extension.

The ideal candidate has hands-on experience with Google Workspace, Okta, JAMF, and MacOS, works well in a Mac environment, and provides end-user support with strong customer service and clear communication.

Qualifications

• 3+ years of hands-on IT support or Help Desk experience.
• Experience supporting MacOS devices in a Mac environment.
• Hands-on JAMF experience.
• Strong troubleshooting and problem-solving skills.
• Experience with a ticketing/help desk environment.
• Excellent written and verbal communication and customer service.

Responsibilities

• Review the help desk ticket queue and Slack each morning for new requests, questions, and technical issues.
• Participate in daily stand-up meetings and coordinate with an IT counterpart in Europe to ensure a smooth handoff of work between time zones.
• Monitor and manage incoming IT support tickets throughout the morning.
• Troubleshoot hardware, software, account access, and device-related issues.
• Pick up outstanding work from other members of the IT team and ensure issues are followed through to completion.
• Conduct audits of JAMF-managed devices to ensure they are configured and set up correctly.
• Support employee onboarding and offboarding, including account and equipment setup.
• Assist with administration and troubleshooting across Google Workspace, Okta, JAMF, and other IT systems.
• Maintain IT documentation and knowledge-base resources.
• Provide a high level of customer service and communicate clearly with end users and other members of the IT team.

Skills

MacOS

JAMF

Google Workspace

Okta

Ticketing

Customer service

Communication

Tools

Slack

Zoom

Job description

Help Desk Support Specialist (Level 2) | Part-Time Contract

Schedule: Monday-Friday, 8:00 AM-12:00 PM | 20 hours per week

Contract Length: 4 weeks with potential for extension

Job Description

Insight Global is seeking a Help Desk Support Specialist (Level 2) to join a collaborative IT team supporting employees across the U.S. and internationally.

This is a part-time, 20-hour-per-week contract position working 8:00 AM-12:00 PM, Monday through Friday. The initial contract will be 4 weeks with the potential for extension.

Candidates must reside in the San Francisco area and be comfortable working in the office a few days per week.

The ideal candidate will have hands-on experience with Google Workspace, Okta, JAMF, and MacOS. This person should be comfortable working in a Mac environment and providing hands-on technical support to end users.

Day-to-Day Responsibilities

• Review the help desk ticket queue and Slack each morning for new requests, questions, and technical issues.
• Participate in daily stand-up meetings and coordinate with an IT counterpart in Europe to ensure a smooth handoff of work between time zones.
• Monitor and manage incoming IT support tickets throughout the morning.
• Troubleshoot hardware, software, account access, and device-related issues.
• Pick up outstanding work from other members of the IT team and ensure issues are followed through to completion.
• Conduct audits of JAMF-managed devices to ensure they are configured and set up correctly.
• Support employee onboarding and offboarding, including account and equipment setup.
• Assist with administration and troubleshooting across Google Workspace, Okta, JAMF, and other IT systems.
• Maintain IT documentation and knowledge-base resources.
• Provide a high level of customer service and communicate clearly with end users and other members of the IT team.

Required Skills & Experience

• 3+ years of hands-on IT support or Help Desk experience
• Experience supporting MacOS devices and comfortable working as a Mac user
• Hands-on JAMF experience
• Strong technical troubleshooting and problem-solving skills
• Experience working within a ticketing/help desk environment
• Strong written and verbal communication skills
• Excellent customer service and end-user support skills
• Ability to work independently while collaborating with a globally distributed IT team
• Ability to manage multiple requests and recognize when an issue needs to be escalated

Nice to Have

• Slack and Zoom experience
• Experience supporting a globally distributed or remote workforce
• Experience with IT onboarding and offboarding
• Experience maintaining IT documentation and knowledge-base articles
• Work Environment: Hybrid, with a few days per week in office
• Hours: 8:00 AM-12:00 PM
• Schedule: Monday-Friday
• Pay: $40-$44/hr
• Contract: 4 weeks
• Potential for Extension: Yes
• Local Requirement: Candidates must reside in the San Francisco area