Information Technology Support Specialist

Insight Global; Sacramento (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

Insight Global is seeking a Level 1 End User Support Specialist in Sacramento, California. This role involves providing technical support for end-users, managing ticket queues, troubleshooting tech issues, and setting up workstations. Candidates must have 2 years of tier 1 support experience and be proficient in Windows 11, Microsoft 365, and ticketing systems. The position requires strong customer service skills and technical certifications are a plus. Join a fast-paced environment supporting a large user base.

Qualifications

• 2 years of tier 1 tech support experience.
• Experience troubleshooting for 1000-3000 end-users.
• Excellent customer service experience.

Responsibilities

• Monitor incoming ticket queues and resolve issues or triage tickets.
• Answer support calls and document troubleshooting steps.
• Set up and maintain workstations in corporate office.

Skills

Technical troubleshooting

Customer service

Windows 11

Microsoft 365

Ticketing system

ITIL familiarity

Support workflows alignment

CompTIA A+

Microsoft Certifications

Tools

HCSS

Adobe Creative Cloud

Bluebeam

PlanGrid

Job description

The Level 1 End User Support Specialist serves as the first point of contact for end-user technical issues across the corporate office and remote locations. This role is responsible for delivering prompt, courteous, and effective technical support while maintaining a high standard of customer service. The ideal candidate combines strong technical troubleshooting skills with exemplary interpersonal abilities and thrives in a fast-paced environment supporting a mid-to-large user base.

Must Have:

• 2 years of tier 1 tech support experience
• experience with windows 11, Microsoft 365, and business applications
• troubleshooting experience – prior experience supporting 1000-3000 end-users (corporate level)
• excellent customer service experience – familiar with ticketing system & ITIL
• aligned support workflows required
• CompTIA A+, Microsoft Certifications

Plusses:

• experience supporting HCSS, Adobe Creative Cloud, Bluebeam, and PlanGrid

Day to Day:

• Monitor incoming ticket queues and either resolve end-user issues directly or triage and assign tickets to the appropriate engineer.
• Answer incoming support calls and resolve issues in real time, research and follow up with the user, or create and route a ticket to the appropriate technician or group.
• Document all troubleshooting steps, resolutions, and communications within the ticketing system.
• Set up, relocate, and decommission workstations throughout the corporate office.
• Image laptops and desktops in accordance with company standards and deployment procedures.
• Troubleshoot, install, and manage printers and scanners across the environment.
• Set up, maintain, and troubleshoot conference room AV and collaboration equipment in the corporate office.
• Provide white-glove support for executive meetings and company-wide events as needed.
• Order and maintain inventory of end-user peripherals, including monitors, docking stations, video cables, webcams, mice, keyboards, and related accessories.
• Track asset assignments and ensure accurate records of deployed equipment.
• Assist in managing HCSS subscription groups and user accounts.
• Provision software licensing to end-users upon request, including Adobe, Bluebeam, and PlanGrid.
• Support account provisioning, password resets, and basic access requests.