Information Technology Service Desk

Insight Global; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare insurance

Paid leave

Bonus opportunities

Job summary

Insight Global is seeking an IT Service Desk Technician to provide first and second-level technical support, ensuring reliable, secure IT operations and excellent end-user service from Washington, DC.

You will handle incidents, service requests, and basic on-site/remote troubleshooting, collaborating with IT Engineering and Infrastructure teams to improve services. The role requires 1–3 years in IT support and strong customer communication.

Qualifications

• 1-3 years IT support or help desk experience.
• Proficient with Microsoft Windows, Microsoft 365, Azure, Entra ID, and Intune.
• Strong troubleshooting and problem-solving abilities.
• Familiar with ITSM processes (incident and request management).

Responsibilities

• Serve as the first point of contact for IT incidents, service requests, and technical questions.
• Provide Level 1 support for desktops, laptops, mobile devices, applications, and peripherals.
• Perform basic Level 2 troubleshooting and escalate advanced issues to senior engineers.
• Deliver both on-site and remote technical support.
• Manage tickets through resolution with clear communication and documentation.
• Support onboarding, offboarding, and user access management.
• Configure, deploy, maintain, and decommission IT equipment.
• Maintain accurate IT asset inventory records.
• Assist with system monitoring and routine maintenance activities.
• Follow incident, problem, and change management procedures.
• Escalate security concerns according to cybersecurity policies.
• Create and maintain technical documentation and knowledge articles.
• Collaborate with infrastructure teams and third-party vendors.
• Participate in rotating schedules, including evenings, weekends, and holidays as needed.

Skills

Customer service

Troubleshooting

1-3 years IT support

Communication

ITSM processes

Education

Bachelor's degree in Computer Science or Information Technology or related field

Equivalent professional experience

Job description

Position Overview

The IT Service Desk Technician provides first and second-level technical support to end users, ensuring the reliable, secure, and efficient operation of IT systems and services. This role serves as the primary point of contact for technology-related issues and requests, delivering exceptional customer service while supporting business operations.

Working closely with IT Engineering and Infrastructure teams, the technician resolves incidents, fulfills service requests, escalates complex technical issues, and contributes to ongoing service improvements.

• M-F 8am-5pm onsite

Key Responsibilities

• Serve as the first point of contact for IT incidents, service requests, and technical questions.
• Provide Level 1 support for desktops, laptops, mobile devices, applications, and peripherals.
• Perform basic Level 2 troubleshooting and elevate advanced issues to senior engineers.
• Deliver both on-site and remote technical support.
• Manage tickets through resolution with clear communication and documentation.
• Support onboarding, offboarding, and user access management.
• Configure, deploy, maintain, and decommission IT equipment.
• Maintain accurate IT asset inventory records.
• Assist with system monitoring and routine maintenance activities.
• Follow incident, problem, and change management procedures.
• Escalate security concerns according to cybersecurity policies.
• Create and maintain technical documentation and knowledge articles.
• Collaborate with infrastructure teams and third-party vendors.
• Participate in rotating schedules, including evenings, weekends, and holidays as needed.

Qualifications

• 1-3 years of IT support, help desk, or service desk experience.
• Experience with Microsoft Windows, Microsoft 365, Azure, Entra ID, and Intune.
• Strong troubleshooting and problem-solving skills.
• Understanding of ITSM processes, including incident and request management.
• Excellent customer service and communication skills.
• Knowledge of networking fundamentals including TCP/IP, DNS, and DHCP.
• Awareness of cybersecurity best practices.
• Experience supporting users in a media, broadcast, or other 24/7 operational environment is preferred.
• Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, CCNA, or related credentials are a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.

Compensation: Ranges from $65,000 - $90,000 a year annual salary. Bonus opportunities are available. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role include: Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law.