Onsite Desktop Support II- Cincinnati, OH

Insight Enterprises, Inc.; Lockland (OH); On-site; USD 52,000 - 72,000; Full time

Job summary

Insight Enterprises, Inc. in Cincinnati is seeking a Level 2 Service Desk technician to be the onsite technical escalation point for end users. The role requires diagnosing and resolving issues across desktops, laptops, mobile devices, printers, and video conferencing.

The ideal candidate has 5+ years in a Service Desk, strong customer service, and experience with Office 365 and mobile devices. This on-site role emphasizes end-user experience and cross-functional collaboration with IT teams.

Qualifications

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

Responsibilities

• Provide level 2 desktop support as needed.
• Ensure timely and accurate customer service.
• Align SLAs with stakeholder priorities.
• Report on KPI performance and metrics.
• Handle escalations and manage 100% of incoming requests.

Skills

Service desk experience

Technical support

Office 365

Mobile devices

ITSM (ServiceNow)

Education

Bachelor's degree in CS or related

Tools

ServiceNow

Job description

Select how often (in days) to receive an alert:

OH, US, 45215

Requisition Number: 106448

Location: Onsite in Cincinnati Monday through Friday 8am to 5pm

Insightat a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2024 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 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 needed
• Ensuring customer service is timely and accurate
• Aligning service level agreements with business stakeholder priorities
• Reporting on and driving performance against KPI’s and metrics
• Handling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues
• Gauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery
• Developing and manage a broad range of technical IT projects.
• Providing timely updates to senior helpdesk leaders and stakeholders on regular basis
• Delivering enterprise level technical support covering a wide breadth of technical matters
• Meeting with clients and managing technical resources as needed
• Handling escalations from Systems Engineering and Systems Administration stakeholder teams

Be 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 for

• 5+ years of commensurate and progressive growth experience in a Service Desk or Help Desk 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 Office 365
• Experience with mobile devices (both Android and iPhone)
• 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
• Bachelor’s degree in computer science or relevant field is a 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.

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.

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 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.

Nearest Major Market: Cincinnati Job Segment: Service Desk, Help Desk, Information Technology, Technical Support, Cloud, Customer Service, Technology