Onsite Level 2 IT Desk Support — End-User Excellence

Insight; Cincinnati (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

Insight is seeking a Level 2 Service Desk specialist to serve onsite in Cincinnati, providing advanced end-user support for desktops, laptops, mobile devices, printers, and video conferencing. The ideal candidate has strong communication skills, 5+ years in service desk roles, and expertise with Office 365 and ITSM tools such as ServiceNow.

You will quickly diagnose issues, maintain high customer satisfaction, and drive improvements in service delivery while collaborating with Systems

Qualifications

• 5+ years of 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 and iPhone).
• Excellent communication and customer service skills.

Responsibilities

• Providing level 2 desktop support as needed.
• Ensuring customer service is timely and accurate.
• Aligning service level agreements with business stakeholder priorities.
• Reporting on KPI’s and metrics.
• Handling 100% of incoming service desk requests, incidents, and issues.
• Developing and managing IT projects and providing updates to leadership.

Skills

Desktop support

Office 365

ITSM

ServiceNow

Mobile devices

Troubleshooting

Customer service

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Job description

Insight is seeking a Level 2 Service Desk specialist to serve onsite in Cincinnati, providing advanced end-user support for desktops, laptops, mobile devices, printers, and video conferencing. The ideal candidate has strong communication skills, 5+ years in service desk roles, and expertise with Office 365 and ITSM tools such as ServiceNow.

You will quickly diagnose issues, maintain high customer satisfaction, and drive improvements in service delivery while collaborating with Systems