IT Support Technician

Insight Global; Louisville (KY); On-site; USD 42,000 - 60,000; Full time

Job summary

Insight Global is seeking a Service Desk Specialist for our Louisville, KY site. You will provide Tier 1 and Tier 2 support, fielding requests and incidents across a multi-site enterprise while delivering white-glove customer service.

You will manage ticket queues, document incidents in Ivanti, onboard users, image and deploy workstations, and assist with hardware refreshes. The role requires strong troubleshooting, multi-tasking, and adherence to SLA, with hands-on experience across Windows 11

Qualifications

• 2+ years in service desk or end-user support.
• Experience with Ivanti, Microsoft 365, Okta, Windows 11 and macOS.
• Strong communication, documentation, and problem-solving skills; VIP support.
• Familiarity with ITIL/ITSM practices and metrics.

Responsibilities

• Onboard users and support onboarding activities.
• Image and deploy workstations for new hires.
• Prepare equipment and coordinate technology refreshes.
• Ship hardware to remote locations as needed.
• Contribute to technical documentation and knowledge base.

Skills

End-user support

VIP support

ITIL/ITSM knowledge

Multi-platform (Windows/macOS)

Tools

Ivanti ITSM

Job description

Job Description

The Service Desk Specialist provides Tier 1 and Tier 2 technical support for end users across a multi-site enterprise environment. This individual serves as the primary point of contact for service requests and incidents, delivering exceptional customer service while troubleshooting hardware, software, access, and operating system issues. The role supports technologies including Microsoft 365, Okta, Microsoft Authenticator, Windows 11, macOS, and Dell laptops and desktops. On a daily basis, the Service Desk Specialist manages ticket queues, responds to phone and service requests, documents and tracks incidents in Ivanti, and escalates issues as needed. This individual is responsible for supporting user onboarding, imaging and deploying workstations, preparing equipment for new hires, coordinating technology refreshes, and shipping hardware to remote locations. The role also contributes to technical documentation, knowledge base development, and continuous improvement of IT service management processes. The ideal candidate brings strong troubleshooting skills, a customer-first mindset, and experience working in an ITSM-driven environment. Success in this position requires the ability to manage multiple priorities, resolve issues efficiently, maintain SLA compliance, and provide white-glove support while driving meaningful improvements to day-to-day service desk operations. This is a fully onsite role in Louisville, KY supporting a highly sought after company.

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 experience in a service desk, desktop support, or end-user support role
• Broad range of experience with Ivanti, Microsoft 365, Okta, Windows 11, macOS, hardware deployment, and workstation imaging
• Strong communication, documentation, and problem-solving skills are essential Prior experience delivering white-glove executive or VIP support
• Hands-on experience with Ivanti or a similar ITSM/ticketing platform
• Participation in technology refresh projects, onboarding, and employee lifecycle support
• Experience supporting both Windows 11 and macOS environments
• Knowledge of ITIL/ITSM best practices and service delivery metrics