Information Systems Support Specialist

Insight Global; Prescott Valley (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global is seeking an Information Systems Support Specialist II to deliver front-line Tier 2 IT support for hardware, software, and network systems. You will ensure reliable operation of end-user devices, business applications, and critical production systems.

The role handles incidents, service requests, onboarding/offboarding, and documentation in the IT ticketing system. You will work with Microsoft Entra ID, Office 365, and related enterprise tools, with emphasis on security and

Qualifications

• Associate’s degree in IT, CS or related field; bachelor’s degree preferred.
• Minimum five years in a customer-facing IT support role.
• Industry certifications strongly preferred (e.g., CompTIA A+, CompTIA Network+, ITIL).

Responsibilities

• Provide Tier 2 end-user support via phone, email, and in person.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and related IT equipment.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Support manufacturing equipment PCs with backup and disaster recovery.
• Manage user accounts in Microsoft Entra ID, Office 365, and enterprise apps.
• Document incidents and resolutions in the IT ticketing system.
• Assist with onboarding/offboarding and device setup.
• Maintain IT asset inventory and equipment lifecycle.
• Escalate issues per ITIL incident management.
• Contribute to IT projects and system upgrades with IT resources.
• Ensure compliance with IT policies, data security, and privacy.

Skills

End-user support

Customer-facing communication

Troubleshooting

Education

Associate degree in Information Technology or related field

Bachelor's degree preferred

Tools

Windows OS

Microsoft Entra ID

Office 365

SOTI MDM

N-able

ServiceNow

ITIL familiarity

Networking basics (TCP/IP, DNS, DHCP)

Remote support tools

Job description

The Information Systems Support Specialist II delivers front-line technical support for hardware, software, and network systems, ensuring reliable operation and optimal performance of end-user devices, business applications, and critical production systems. This role responds to incidents, fulfills service requests, and troubleshoots issues to maintain maximum efficiency and uptime for company operations.

Essential Duties and Responsibilities

• Provide Tier 2 support for end-users via phone, email, and in person.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, scanners, and related IT equipment.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Provide critical support, backup, and disaster recovery for essential manufacturing equipment PCs.
• Support user account management in Microsoft Entra ID, Microsoft Office 365, and other enterprise applications.
• Document incidents, resolutions, and work performed in the IT ticketing system.
• Assist with onboarding and offboarding of employees, including device setup and access provisioning.
• Maintain inventory of IT assets and manage equipment lifecycle.
• Escalate issues as necessary in accordance with ITIL incident management.
• Contribute to IT projects, system upgrades, and process improvement initiatives in collaboration with other IT resources and operations teams.
• Ensure compliance with company IT policies, data security, and privacy standards.

Education and Experience

• Associate’s degree in Information Technology, Computer Science, or a related field; Bachelor’s degree preferred.
• Minimum five years of experience in a customer-facing IT support role.

Certifications

• Industry certifications strongly preferred (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation).

Technical Skills

• Proficient with Windows operating systems, Microsoft Entra ID, and Office 365.
• Familiar iOS and Android based mobile devices, including smart scanners, tablets, and phones. SOTI MDM experience a plus.
• Solid understanding of basic networking principles (TCP/IP, DNS, DHCP).
• Experience with remote support tools and ticketing systems. Experience with N-able and Service Now a plus.
• Experience supporting manufacturing environments a plus