Technical Support Analyst

Insight Global; Los Angeles (CA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Knowledge base articles

Process improvements

Automation projects

End-user training materials

Job summary

Insight Global is seeking a Technology Support Technician to provide high-touch technical support for a mix of Windows and Mac users, onsite and remote. You will handle desktop support, hardware deployments, and ticket management in a fast-paced corporate environment.

The role emphasizes identity and access troubleshooting, SaaS application support, and collaboration technology support, with opportunities to contribute to IT documentation and process improvements.

Qualifications

• 2+ years in desktop support or help desk.
• Experience with Windows and macOS environments.
• Experience supporting walk-up, phone, email, remote, and tickets.
• Familiarity with ITSM/ticketing platforms (ServiceNow, Jira).
• Experience with hardware deployment and asset management.
• Understanding of SaaS, SSO, identity management.
• Experience with Okta or similar identity platforms.
• Knowledge of Zoom Rooms and video conferencing.
• Strong customer service and communication skills.

Responsibilities

• Provide hands-on IT support to on-site and remote employees
• Troubleshoot hardware, software, and connectivity issues across Windows and Mac devices
• Fulfill service requests and manage support tickets through an ITSM platform
• Deliver support via walk-up desk, phone, email, and remote sessions
• Configure and deploy laptops, desktops, peripherals, and office technology
• Support SaaS applications, SSO access, and user account management
• Assist with office moves, workstation setups, and asset tracking
• Support Zoom Rooms and collaboration technologies
• Create and update technical documentation and knowledge base articles
• Partner with internal teams to improve support processes and technology adoption

Skills

Customer service

Communication

Windows troubleshooting

Mac troubleshooting

Ticketing & ITSM

Remote support

End-user support

Laptop/Desktop deployment

Tools

ServiceNow

Jira

Job description

• 2+ years of experience in desktop support, help desk, IT support, or end-user support


• Experience supporting and troubleshooting both Windows and macOS environments


• Experience providing walk-up, phone, email, remote, and ticket-based support


• Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira, or similar


• Experience with hardware deployment, workstation setup, asset management, and peripheral support


• Basic understanding of SaaS applications, Single Sign-On (SSO), and identity management tools


• Experience supporting Okta or similar identity platforms


• Knowledge of Zoom Rooms and video conferencing technologies


• Strong customer service and communication skills

Plusses:

• Experience creating and maintaining knowledge base articles


• Exposure to process improvement initiatives


• Experience with automation or workflow optimization projects


• Experience contributing to IT documentation and end-user training materials

Day-to-Day:

• Provide hands-on IT support to on-site and remote employees


• Troubleshoot hardware, software, and connectivity issues across Windows and Mac devices


• Fulfill service requests and manage support tickets through an ITSM platform


• Deliver support via walk-up desk, phone, email, and remote sessions


• Configure and deploy laptops, desktops, peripherals, and office technology


• Support SaaS applications, SSO access, and user account management


• Assist with office moves, workstation setups, and asset tracking


• Support Zoom Rooms and collaboration technologies


• Create and update technical documentation and knowledge base articles


• Partner with internal teams to improve support processes and technology adoption

Job Description:

Insight Global is seeking a Technology Support Technician for a top entertainment and media client. This candidate will provide high-touch technical support to both remote and on-site employees in a mixed Windows and Mac environment. The ideal individual is customer-focused, enjoys troubleshooting technology issues, and thrives in a fast-paced corporate setting. Responsibilities include desktop support, hardware deployments, ticket management, SaaS application support, identity and access troubleshooting, and collaboration technology support. This opportunity offers strong exposure to enterprise technologies and is ideal for someone looking to expand their technical skillset while making a direct impact on the end-user experience