Help Desk Support Specialsit (Level 2)

Insight Global; San Francisco (CA); Hybrid; USD 50,000 - 58,000; Part time

Benefits offered by this job

Hybrid work arrangement

In-office days

Job summary

Insight Global in San Francisco is seeking a Help Desk Support Specialist (Level 2) for a part-time contract, supporting employees across the U.S. and internationally.

This 20-hour-per-week role runs 8:00 AM–12:00 PM, Monday–Friday, with in-office days a few times per week. You will work with Google Workspace, Okta, JAMF, and MacOS, troubleshoot issues, and assist with onboarding and offboarding.

Qualifications

• 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.

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

3+ years IT support

Troubleshooting

Written and verbal communication

Customer service

Independent work with global team

Multitasking

Tools

Google Workspace

Okta

JAMF

MacOS

Job description

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

• Work Environment: Hybrid, with a few days per week in office
• Days required in office: November 2, 3, 5, 10, and 17
• Hours: 8:00 AM-12:00 PM
• Schedule: Monday-Friday
• Pay: $36-$42/hr
• Contract: 4 weeks
• Potential for Extension: Yes
• Local Requirement: Candidates must reside in the San Francisco area

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