Onsite IT Support Specialist — Windows/macOS & AV

Insight Global; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global is hiring a Technical Support Specialist in Boston, MA to provide top‑notch IT support for the client's Boston office. The role is onsite five days a week, focusing on hardware and software issues, with emphasis on customer service and professional communication.

You will handle ticketing (Jira/ZenDesk), perform AV setups, train users, and work across Windows, macOS, and Office 365 environments while ensuring SLA adherence.

Qualifications

• 3–5 years' experience providing Tier 1/2 IT support in a corporate setting.
• Strong Windows (10/11) and MS Office 365 proficiency.
• Knowledge of routers, switches, and access points for basic networking.
• Active Directory user administration basics (password resets, etc.).
• Experience with Jira ticketing and a help desk mindset.
• Experience troubleshooting MAC devices and cross‑platform support.
• Proven ability to troubleshoot in a technical environment with strong problem‑solving.
• Excellent communication and presentation skills; strong soft skills.
• Familiarity with AV support, video conferencing setups (Teams/Zoom), and room tech.
• Interest or background in architecture/design is a plus.

Responsibilities

• Provide exceptional IT support to internal and external customers across locations.
• Meet or exceed service levels; identify improvement opportunities.
• Test, configure, install, manage, and repair IT hardware and software.
• Use Jira Service Management to create and update incident records.
• Respond to requests within SLAs and exceed where possible.
• Provide user training on client applications and services in 1:1 and workshops.
• Keep stakeholders updated on status of issues and escalations as needed.
• Escalate problems to the appropriate expert groups per SLAs.
• Coordinate and set up video meetings and assist with in-person setups.
• Maintain equipment and support multiple end-user platforms (Windows, macOS, iOS, Android, Office 365).

Skills

IT support

Customer service

Windows

macOS

Office 365

Teams/Zoom AV support

Jira

Zendesk

Soft skills

Communication

Time management

Autodesk

Architecture & design interest

Tools

Active Directory

Office 365 Admin

Teams/Zoom meetings setup

Job description

Insight Global is hiring a Technical Support Specialist in Boston, MA to provide top‑notch IT support for the client's Boston office. The role is onsite five days a week, focusing on hardware and software issues, with emphasis on customer service and professional communication.

You will handle ticketing (Jira/ZenDesk), perform AV setups, train users, and work across Windows, macOS, and Office 365 environments while ensuring SLA adherence.