Sr. IT Support Specialist

Insight Global; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Insight Global is seeking an IT Support & Operations Specialist to join our Internal IT team in San Francisco. This role provides hands-on Tier 1 and 2 support for macOS devices and coordinates with IT leadership on projects.

You will deploy and maintain laptops, manage SaaS accounts, and help improve documentation and automation. Ideal candidates have 2 to 5 years in IT support and a customer-service mindset, with strong problem-solving skills.

Qualifications

• 2 to 5 years of IT support, desktop support, help desk, IT operations, or a similar role.
• Experience troubleshooting macOS devices
• Familiarity with Google Workspace, Slack, Zoom, Microsoft 365, Notion
• Basic understanding of identity and access management concepts (SSO, MFA, provisioning, groups, permissions).
• Strong customer-service mindset with emphasis on both technical resolution and employee experience

Responsibilities

• Provide hands-on Tier 1 and Tier 2 technical support to employees.
• Troubleshoot hardware, software, connectivity, application, and account-access issues.
• Support predominantly macOS devices
• Prepare, configure, deploy, ship, recover, and maintain employee laptops and peripherals.
• Support systems such as Google Workspace, Slack, Zoom, Notion, Okta, Atlassian, Jira, and other workplace applications.
• Provide hands-on support for conference rooms, audiovisual equipment, displays, printers, and office tech.
• Perform first-line troubleshooting for Wi-Fi, DNS, DHCP, VPN, and peripheral connectivity, escalate when needed.
• Support onboarding by preparing equipment and creating accounts; verify access.
• Manage offboarding activities including disabling accounts and recovering equipment.
• Perform routine user, group, access, and license administration across SaaS platforms.
• Document common troubleshooting procedures and maintain internal IT docs.
• Identify recurring issues and suggest process/documentation/automation improvements.
• Coordinate with IT leadership, vendors, and external partners when escalation is required.
• Assist with endpoint management, software deployments, security, audits, rollouts, and other IT projects.
• Proactively identify office tech issues and ensure devices and rooms remain operational

Skills

IT support

Troubleshooting

Customer service

Onsite support

MacOS troubleshooting

Tools

Google Workspace

Slack

Zoom

Notion

Jira Service Management

Okta

Microsoft 365

Apple MDM

Job description

Insight Global is seeking an IT Support & Operations Specialist to join our Internal IT team in San Francisco. This person will serve as a primary onsite IT resource, providing hands‑on technical support to employees while helping improve the processes and systems that keep the organization running effectively. This position combines day‑to‑day end‑user support with opportunities to improve documentation, automate routine tasks, strengthen operational processes, and contribute to broader IT initiatives. The anticipated workload will be approximately 50 to 60% daily support and 40 to 50% projects and process improvement. The ideal candidate has approximately 2 to 5 years of IT support or operations experience and is comfortable independently troubleshooting common technical issues in a predominantly macOS environment. We are looking for someone who takes ownership of their work, communicates clearly, follows through consistently, and approaches employee support with a strong customer‑service mindset. This is a contracted role and fully onsite in San Francisco.

Day to Day

• Provide hands‑on Tier 1 and Tier 2 technical support to employees.
• Troubleshoot hardware, software, connectivity, application, and account‑access issues.
• Support predominantly macOS devices
• Prepare, configure, deploy, ship, recover, and maintain employee laptops and peripherals.
• Support systems such as Google Workspace, Slack, Zoom, Notion, Okta, Atlassian, Jira, and other workplace applications.
• Provide hands‑on support for conference rooms, audiovisual equipment, displays, printers, and other office technology.
• Perform first‑line troubleshooting for Wi‑Fi, DNS, DHCP, VPN, and peripheral‑connectivity issues, escalating more complex problems when appropriate.
• Support employee onboarding by preparing equipment, creating accounts, and confirming that required access is available.
• Manage offboarding activities, including disabling accounts, removing access, recovering equipment, and completing related documentation.
• Perform routine user, group, access, and license administration across SaaS platforms.
• Document common troubleshooting procedures and maintain clear internal IT documentation.
• Identify recurring support issues and recommend improvements to processes, documentation, or automation.
• Coordinate with IT leadership, vendors, and external technology partners when escalation is required.
• Assist with endpoint management, software deployments, security initiatives, audits, system rollouts, and other internal IT projects.
• Proactively identify office technology issues and help ensure that devices, conference rooms, and other hardware remain operational and up to date

Must Haves

• 2 to 5 years of experience in IT support, desktop support, help desk, IT operations, or a similar technical role.
• Experience troubleshooting macOS devices
• Familiarity with platforms such as Google Workspace, Slack, Zoom, Microsoft 365, Notion
• Basic understanding of identity and access management concepts such as SSO, MFA, user provisioning, groups, and permissions.
• Strong customer‑service mindset with an understanding that successful IT support includes both technical resolution and a positive employee experience

Plusses

• Experience administering Google Workspace.
• Familiarity with Okta or another identity provider.
• Experience with Apple‑focused MDM or endpoint management tools.
• Familiarity with CrowdStrike or other endpoint security tools.
• Experience with Jira Service Management or another ITSM platform