L2 Desktop Support Technician

Insight Technology; United States; Remote; USD 80,000 - 95,000; Full time

Job summary

An established industry player is seeking a dedicated technical support specialist to enhance user experience in a vibrant office environment. This role involves providing top-notch desktop support, managing technical projects, and ensuring seamless service delivery in a fast-paced setting. You will be the go-to person for resolving technical issues related to various devices and systems, while also contributing to the continuous improvement of service processes. If you are passionate about technology and customer service, this opportunity is perfect for you to grow and make a significant impact in a people-first company that values your contributions.

Benefits

Work from another location for up to 30 days

Core values of Hunger, Heart, and Harmony

Comprehensive benefits package

Qualifications

• 3+ years in Service Desk or technical support.
• Experience with VDI, Azure/Office 365, and hardware/software troubleshooting.

Responsibilities

• Provide level 2 desktop support and ensure timely customer service.
• Develop strategies for improving desktop service delivery.

Skills

Customer Service

Problem Solving

Technical Support

Communication Skills

Analytical Skills

Time Management

Education

Bachelor's Degree in Computer Science

Tools

ServiceNow

VMWare

Azure/Office 365

Citrix VDI

Active Directory

Job description

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CA, US

Requisition Number: 99975

Location: This role is fully onsite in our Newport Beach, CA office.

Insight at a Glance

• 14,000+ engaged teammates globally
• #20 on Fortune’s World's Best Workplaces list
• $9.2 billion in revenue
• Received 35+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.

About the role: This position will be the technical escalation point for the Level 1 Service Desk and onsite support users. The role requires a high level of technical proficiency and an individual with executive presence and good communication skills. Must quickly and effectively diagnose and resolve issues related to Citrix VDI Windows based environment, laptops, mobile devices, printers, and video conferencing. The organization is looking for an individual who is customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools. Along the way, you will get to:

• Provide level 2 desktop support as needed
• Ensure customer service is timely and accurate
• Align service level agreements with business stakeholder priorities
• Report on and drive performance against KPI’s and metrics
• Handle customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues
• Gauge the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery
• Develop and manage a broad range of technical IT projects.
• Provide timely updates to senior helpdesk leaders and stakeholders on a regular basis
• Deliver enterprise level technical support covering a wide breadth of technical matters
• Meet with clients and manage technical resources as needed
• Handle escalations from Systems Engineering and Systems Administration stakeholder teams
• Participate in on-call rotation and provide after-hours support as needed
• Participate in the creation and updating of knowledge articles
• Travel may be requested as needed
• Support events as required
• Any other duties as assigned

What we’re looking for:

• 3+ years of commensurate and progressive growth experience in a Service Desk or Desk side technical support environment
• Experience in installing and configuring computer systems, diagnosing and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occur
• Experience with VMWare, Azure/Office 365, VDI environments
• Knowledge of Servers: Active Directory, Group Policy (administration, not necessarily creation of new GPs), bring up Domain Controllers
• Experience with mobile devices (both Android and iPhone)
• CompTIA A+ and/or CompTIA Net+ is a plus
• MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert) is a plus
• CCNA or CCIE-Cisco certifications is a plus
• Experience with ITSM ticketing systems such as ServiceNow is a plus
• Exceptional customer service, analytics, and problem-solving skills to ensure the best client solutions.
• Expert technical knowledge with an understanding for managing multiple diverse environments
• Excellent communication skills, demonstrated ability to create comprehensive technology analysis documents, instruction sheets, and process documentation for current and potential programs.
• Ability to facilitate technical meetings, and convey technical information to non-technical staff
• Proactive communicator with all levels of staff and management with the ability to maintain open communication with others
• Self-motivated with directed exceptional customer service orientation and dedication to meeting deadlines
• Excellent organization, time management and analytical skills
• History of balancing multiple priorities and the ability to adapt and change focus as deadlines or customer needs shift
• Embrace accountability and encourage others around them to do the same
• Bachelor’s degree in computer science or relevant field is a plus
• Working for a financial institution or financial industry background is a huge plus

What you can expect: We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• What really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

The base salary range for this position is typically $80,000-$95,000 with additional bonus and benefits available. However, compensation decisions are dependent on the facts and circumstances of each case, including experience and location, and we will also consider candidates outside of this range as necessary.

Join us today, your ambITious journey starts here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

The position described above provides a summary of some of the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.