Service Desk Agent

Insight Global; Birmingham (AL); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

HSA/FSA and DCFSA options

401k with employer matching

Paid time off

Job summary

Insight Global is seeking a Service Desk Agent for a top healthcare client, handling a high volume of IT issues for hospital and clinical environments. You will deliver timely, accurate support to non-technical staff, with strong documentation habits and ownership mindset.

This contract-to-hire role offers long-term growth within a mission-driven organization. Compensation ranges from $22 to $24 per hour, with benefits starting after 31 days, including medical, dental, vision, HSA/FSA, 401k with

Qualifications

• Tier 1 / Service Desk IT support in a high-volume environment.
• Strong Windows and macOS troubleshooting skills.
• Microsoft 365 support experience (Outlook, Teams, SharePoint, OneDrive).
• Experience using ServiceNow or a comparable ITSM/ticketing platform.
• Remote support tooling experience (NinjaOne, TeamViewer, or equivalent).
• Basic networking knowledge with initial diagnostics for escalation.
• Customer-service mindset supporting non-technical end users.
• Ability to manage 15–30 active tickets at a time.

Responsibilities

• Serve as the first point of contact for end users via phone and ticketing system.
• Diagnose and resolve hardware, software, OS, peripheral, and basic network issues.
• Maintain accurate and detailed documentation in ServiceNow.
• Escalate complex issues to Tier 2 with complete troubleshooting context.
• Create, update, and maintain knowledge-base articles and self-service guides.
• Monitor recurring issues and identify opportunities for process improvement.
• Provide calm, clear support in time-sensitive, clinical environments.

Skills

Tier 1 / Service Desk IT support

Windows troubleshooting

macOS troubleshooting

Microsoft 365 support

ServiceNow

Remote support tooling

Networking basics

Customer-service mindset

Ticket management

Tools

ServiceNow

NinjaOne

TeamViewer

Job description

• Potential flexibility for hybrid after conversion
• OT and On Call time may be required (minimal)
• Interview: 1–2 stage interview process (virtual; onsite may be requested)

Must-Haves:

• Tier 1 / Service Desk IT support experience in a high-volume environment
• Strong Windows and macOS troubleshooting skills
• Microsoft 365 support experience (Outlook, Teams, SharePoint, OneDrive)
• Experience using ServiceNow or a comparable ITSM/ticketing platform
• Remote support tooling experience (NinjaOne, TeamViewer, or equivalent)
• Basic networking knowledge (connectivity troubleshooting, initial diagnostics, data gathering for escalation)
• Customer-service mindset supporting non-technical end users
• Ability to manage 15–30 active tickets at a time

Plusses:

• Veterinary practice management software experience (Cornerstone, Avimark, ImproMed)
• Identity and access management tools (OneLogin, Okta, Entra)
• Certifications: CompTIA A+, Network+, Server+, ITIL 4

Day-to-Day:

• Serve as the first point of contact for end users via phone and ticketing system
• Diagnose and resolve hardware, software, OS, peripheral, and basic network issues
• Maintain accurate and detailed documentation in ServiceNow
• Escalate complex issues to Tier 2 with complete troubleshooting context
• Create, update, and maintain knowledge-base articles and self-service guides
• Monitor recurring issues and identify opportunities for process improvement
• Provide calm, clear support in time-sensitive, clinical environments

Job Description:

Insight Global is seeking a Service Desk Agent for a top healthcare client supporting hospital and clinical environments. This individual will act as the frontline of IT support, handling a high volume of technical issues while delivering exceptional customer service to non-technical staff. The ideal candidate brings strong Windows and macOS troubleshooting skills, excellent documentation habits, and a strong sense of ownership—understanding that users rely on timely, accurate support in patient-facing settings. This is a contract-to-hire opportunity offering long-term growth with a mission-driven organization.

Compensation:

$22/hr to $24/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.