Senior Service Desk Engineer – Windows/M365 & AD

Insight Global; Norwalk (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global in Norwalk, CT is seeking a skilled Service Desk Analyst to resolve complex hardware, software, and connectivity issues while maintaining clear client communication.

You will manage account and access provisioning, act as escalation point for technicians, document solutions, and contribute to process improvements to enhance client satisfaction. Shift times include M-F EST.

Qualifications

• 3–5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.
• Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator.
• Ability to troubleshoot across Windows, macOS, and cloud services with minimal supervision.
• Excellent communication skills with accurate documentation practices.
• Understanding of escalation thresholds and service workflows.

Responsibilities

• Resolve technical issues related to hardware, software, and connectivity in varied environments.
• Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.
• Act as a point of escalation for Technicians, providing guidance on complex cases and best practices.
• Collaborate with peers to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and improve client satisfaction.

Skills

Windows OS

Microsoft 365

MAC OS

Active Directory

Entra ID

Google Workspace

Escalation handling

Documentation

Education

CompTIA Network+

Microsoft 365 Certified: Endpoint Administrator

Tools

RMM

Case tracking systems

Job description

Insight Global in Norwalk, CT is seeking a skilled Service Desk Analyst to resolve complex hardware, software, and connectivity issues while maintaining clear client communication.

You will manage account and access provisioning, act as escalation point for technicians, document solutions, and contribute to process improvements to enhance client satisfaction. Shift times include M-F EST.