Help Desk Technician

Insight Global; Ipswich (MA); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) after 90 days

Paid sick leave and PTO

Job summary

Insight Global is seeking an IT Helpdesk professional in Massachusetts to provide Tier 1/2 support for Windows and macOS users. You will handle incidents via FreshService, email, phone, or walk-up, troubleshoot hardware/software, and image/deploy endpoint devices for new hires and current staff.

Primary duties include supporting Microsoft 365 apps, documenting tickets, and escalating when needed. A strong communicator with experience in enterprise environments is preferred.

Qualifications

• 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 and onboarding/offboarding workflows.

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.

Skills

IT Helpdesk

Troubleshooting

Microsoft 365

Ticketing systems

Networking basics

Communication

Endpoint management

AD / Entra ID

AV systems

Onboarding

Tools

FreshService

ServiceNow

Zendesk

Intune

Jamf

Entra ID

Job description

Job Description

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

Compensation:

$30.00/hr to $50.00/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

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 [e-mail] 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

• 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