Onsite Desktop Support - Level 2 Technician

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

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.