Onsite Desktop Support II — Cincinnati, Full Benefits

Insight; Columbus (OH); On-site; USD 33,000 - 44,000; Full time

Job summary

Insight is seeking an Onsite Desktop Support II in Cincinnati, OH. You will serve as the technical escalation point for Level 2 Service Desk and onsite users, diagnosing and resolving issues on desktops, laptops, mobile devices, printers, and video conferencing.

Strong communication and customer-focus are essential as you improve end-user experience. The role requires 5+ years in a Service Desk/Help Desk environment, Office 365 and mobile device experience, and familiarity with ITSM tools like

Qualifications

• 5+ years of commensurate experience in a Service Desk or Help Desk environment.
• Experience installing and configuring computer systems and diagnosing hardware/software faults.
• Experience with Office 365 and mobile devices (Android/iPhone).
• Familiarity with ITSM ticketing systems such as ServiceNow is a plus.
• Excellent customer service, analytics and problem-solving abilities.

Responsibilities

• Provide level 2 desktop support as needed.
• Ensure timely and accurate customer service.
• Align SLAs with business stakeholder priorities.
• Report on KPI performance and drive improvements.
• Handle escalations and manage incoming service desk requests end-to-end.
• Communicate updates to senior leaders and stakeholders.
• Deliver enterprise-level technical support across devices and apps.

Skills

Customer service

Communication

Problem solving

Time management

Education

Bachelor's degree in Computer Science or related field

Tools

Office 365

ServiceNow

Desktop hardware

Mobile devices

Job description

Insight is seeking an Onsite Desktop Support II in Cincinnati, OH. You will serve as the technical escalation point for Level 2 Service Desk and onsite users, diagnosing and resolving issues on desktops, laptops, mobile devices, printers, and video conferencing.

Strong communication and customer-focus are essential as you improve end-user experience. The role requires 5+ years in a Service Desk/Help Desk environment, Office 365 and mobile device experience, and familiarity with ITSM tools like