Service Desk Engineer

Insight Global; Greenville (SC); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k retirement account with employer

Paid time off

Job summary

Insight Global is seeking a Senior Service Desk Engineer to join our growing IT Infrastructure team in Greenville, SC. This Level 2 escalation resource provides advanced end-user support and drives service desk improvements for enterprise-scale environments.

The role requires mentoring junior staff, strong Microsoft technologies experience, and a customer-first mindset. You will support MS 365/Teams, Active Directory, Windows servers/desktops, VPN, and across desktop/collaboration platforms.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 6+ years of hands-on IT support or service desk engineering experience.
• Administering M365 and MSN Teams.
• Providing support for end user groups of over 3500 people.
• Provision and knowledge of how to provide white glove VIP support.
• Networking connectivity and file share permissions.
• Microsoft Windows Desktop Operating Systems (XP, Vista, Windows 7, Windows 8, Windows 10).
• Microsoft Windows Server Operating Systems (2003, 2008, 2012).
• Microsoft Active Directory, IIS, SQL Server (2005, 2008, 2008 R2), and Remote Desktop/Terminal Services.
• Server Hardware Technologies.
• Data backup and Recovery Support, Corporate Antivirus Support, and VPN Connectivity Support.
• VMware Horizon / VDI.
• Strong customer service, troubleshooting, and communication skills.

Responsibilities

• Resolve escalated service desk tickets and complex technical issues.
• Provide remote and onsite support for end users across desktop and collaboration technologies.
• Administer and support Microsoft 365, Teams, Active Directory, and Windows environments.
• Troubleshoot networking connectivity, file share permissions, VPN access, and endpoint issues.
• Deliver white-glove VIP support for executive stakeholders.
• Partner with clients and internal teams to identify root causes and implement long-term solutions.
• Mentor junior service desk technicians and assist with training initiatives.
• Support ticketing operations through ManageEngine ServiceDesk and related tools.
• Assist with small IT infrastructure and service delivery projects.
• Develop and implement solutions to reduce recurring technical issues.

Skills

Microsoft technologies experience

Customer service

Escalation handling

Mentoring juniors

Desktop support

VPN connectivity

Networking troubleshooting

Windows OS

Active Directory

Remote/onsite support

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ManageEngine ServiceDesk

Microsoft 365

MS Teams

VMware Horizon/VDI

Job description

Insight Global is seeking a Senior Service Desk Engineer to join a growing IT Infrastructure team. This individual will serve as a Level 2 escalation resource, providing advanced technical support for end users while helping drive service desk improvements and mentoring junior team members. The ideal candidate has strong Microsoft technologies experience, excellent troubleshooting skills, and a customer-first mindset supporting enterprise-scale environments.

Must-Haves

• Bachelor's degree in Information Technology, Computer Science, or related field
• 6+ years of hands‑on IT support or service desk engineering experience
• Administering M365 and MSN Teams
• Providing support for end user groups of over 3500 people
• Provision and knowledge of how to provide white glove VIP support
• Networking connectivity and file share permissions
• Microsoft Windows Desktop Operating Systems (XP, Vista, Windows 7, Windows 8, Windows 10)
• Microsoft Windows Server Operating Systems (2003, 2008, 2012)
• Microsoft Active Directory, IIS, SQL Server (2005, 2008, 2008 R2), and Remote Desktop/Terminal Services
• Server Hardware Technologies
• Data backup and Recovery Support, Corporate Antivirus Support, and VPN Connectivity Support
• VMware Horizon / VDI
• Strong customer service, troubleshooting, and communication skills

Day-to-Day

• Resolve escalated service desk tickets and complex technical issues
• Provide remote and onsite support for end users across desktop and collaboration technologies
• Administer and support Microsoft 365, Teams, Active Directory, and Windows environments
• Troubleshoot networking connectivity, file share permissions, VPN access, and endpoint issues
• Deliver white-glove VIP support for executive stakeholders
• Partner with clients and internal teams to identify root causes and implement long-term solutions
• Mentor junior service desk technicians and assist with training initiatives
• Support ticketing operations through ManageEngine ServiceDesk and related tools
• Assist with small IT infrastructure and service delivery projects
• Develop and implement solutions to reduce recurring technical issues

Nice-to-Haves

• Master's degree in a related field
• VMware Horizon / VDI experience
• Experience with IIS and SQL Server environments
• Prior experience mentoring junior IT staff
• Experience supporting healthcare organizations or environments handling PHI
• Exposure to AI productivity tools such as Microsoft Copilot

Compensation:

$38/hr to $42/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.