Senior Onsite Desktop Support Specialist | Growth & Benefits

Insight Public Sector; Cincinnati (OH); On-site; USD 33,000 - 44,000; Full time

Job summary

Insight Public Sector in Cincinnati is seeking an Onsite Desktop Support II to serve as the escalation point for the Level 2 Service Desk and onsite users. You will diagnose and resolve issues across desktops, laptops, mobile devices, printers, and video conferencing with a focus on the end-user experience.

The role requires strong communication, executive presence, and the ability to manage multiple incidents while aligning with SLAs and KPI targets.

Qualifications

• 5+ years of commensurate and progressive growth experience in a Service Desk or Help Desk environment.
• Experience in installing and configuring computer systems, diagnosing and solving hardware/software faults.
• Experience with Office 365 and mobile devices (Android/iPhone).
• Experience with ITSM ticketing systems such as ServiceNow is a plus.
• Excellent communication, analytical and problem solving skills.

Responsibilities

• Provide level 2 desktop support for onsite users as needed.
• Ensure timely and accurate customer service and incident resolution.
• Align SLAs with business priorities and report on KPI performance.
• Manage incidents, requests and issues with professional updates to seniors.
• Deliver enterprise level support across a broad range of technical matters.
• Collaborate with Systems Engineering and Systems Administration as needed.

Skills

Customer service

Analytics

Problem solving

Communication

Time management

Education

Bachelor's degree in computer science or relevant field

Tools

Office 365

ServiceNow

Job description

Insight Public Sector in Cincinnati is seeking an Onsite Desktop Support II to serve as the escalation point for the Level 2 Service Desk and onsite users. You will diagnose and resolve issues across desktops, laptops, mobile devices, printers, and video conferencing with a focus on the end-user experience.

The role requires strong communication, executive presence, and the ability to manage multiple incidents while aligning with SLAs and KPI targets.