Onsite Desktop Support II- Cincinnati, OH

Insight Enterprises; Cincinnati (OH); On-site; USD 3,582,000 - 4,408,000; Full time

Job summary

Insight Enterprises in Cincinnati is hiring an Onsite Desktop Support II to act as the technical escalation point for Level 2 IT help desk and end users.

You will diagnose and resolve issues across desktops, laptops, mobile devices, printers, and video conferencing while delivering strong customer service and timely communication to stakeholders.

Qualifications

• 5+ years of commensurate and progressive growth experience in a Service Desk/Help Desk environment.
• Experience with Office 365 and mobile devices (Android and iPhone).
• Familiarity with ITSM ticketing systems such as ServiceNow is a plus.
• Excellent communication and problem-solving skills with strong customer focus.

Responsibilities

• Provide Level 2 desktop support for onsite users (desktops, laptops, mobiles, printers, video conferencing).
• Diagnose and resolve hardware/software faults quickly and accurately.
• Coordinate with Systems Engineering/Administration on escalations and technical resources.
• Deliver timely updates to leadership and stakeholders and report on KPIs and metrics.

Skills

Customer service

Analytical skills

Problem-solving

Communication

Time management

Education

BSc in CS or related

Tools

Office 365

ITSM tools (ServiceNow)

Job description

Requisition Number: 106448Onsite Desktop Support II- Cincinnati, OHLocation: Onsite in Cincinnati Monday through Friday 8am to 5pmPay: $28.00 an hour plus full benefitsInsight at a Glance14,000+ engaged teammates globally$8.2 billion in revenue in 2025Certified as a Great Place to work in 9 Countries in 2025Fortune 500 Company (No. 447) in 2025Received 25+ industry and partner awards in the past year$1.4M+ total charitable contributions in 2024 by Insight globallyNow 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 roleThis position will be the technical escalation point for the Level 2 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 desktop, 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:Providing level 2 desktop support as neededEnsuring customer service is timely and accurateAligning service level agreements with business stakeholder prioritiesReporting on and driving performance against KPI’s and metricsHandling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issuesGauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service deliveryDeveloping and manage a broad range of technical IT projects.Providing timely updates to senior helpdesk leaders and stakeholders on regular basisDelivering enterprise level technical support covering a wide breadth of technical mattersMeeting with clients and managing technical resources as neededHandling escalations from Systems Engineering and Systems Administration stakeholder teamsBe AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.What we’re looking for5+ years of commensurate and progressive growth experience in a Service Desk or Help Desk technical support environmentExperience in installing and configuring computer systems, diagnosing and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occurExperience with Office 365Experience with mobile devices (both Android and iPhone)Experience with ITSM ticketing systems such as ServiceNow is a plusExceptional customer service, analytics, and problem-solving skills to ensure the best client solutions.Expert technical knowledge with an understanding for managing multiple diverse environmentsExcellent 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 staffProactive communicator with all levels of staff and management with the ability to maintain open communication with othersSelf-motivated with directed exceptional customer service orientation and dedication to meeting deadlinesExcellent organization, time management and analytical skillsHistory of balancing multiple priorities and the ability to adapt and change focus as deadlines or customer needs shiftBachelor’s degree in computer science or relevant field is a plusWhat you can expectWe’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.But 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.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!Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.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.Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.Posting Notes: Cincinnati || Ohio (US-OH) || United States (US) || IT Infrastructure & Support || None || US - Cincinnati, OH ||