Technical Support Specialist

Insight Global; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global is hiring a Technical Support Specialist in Boston, MA to provide top‑notch IT support for the client's Boston office. The role is onsite five days a week, focusing on hardware and software issues, with emphasis on customer service and professional communication.

You will handle ticketing (Jira/ZenDesk), perform AV setups, train users, and work across Windows, macOS, and Office 365 environments while ensuring SLA adherence.

Qualifications

• 3–5 years' experience providing Tier 1/2 IT support in a corporate setting.
• Strong Windows (10/11) and MS Office 365 proficiency.
• Knowledge of routers, switches, and access points for basic networking.
• Active Directory user administration basics (password resets, etc.).
• Experience with Jira ticketing and a help desk mindset.
• Experience troubleshooting MAC devices and cross‑platform support.
• Proven ability to troubleshoot in a technical environment with strong problem‑solving.
• Excellent communication and presentation skills; strong soft skills.
• Familiarity with AV support, video conferencing setups (Teams/Zoom), and room tech.
• Interest or background in architecture/design is a plus.

Responsibilities

• Provide exceptional IT support to internal and external customers across locations.
• Meet or exceed service levels; identify improvement opportunities.
• Test, configure, install, manage, and repair IT hardware and software.
• Use Jira Service Management to create and update incident records.
• Respond to requests within SLAs and exceed where possible.
• Provide user training on client applications and services in 1:1 and workshops.
• Keep stakeholders updated on status of issues and escalations as needed.
• Escalate problems to the appropriate expert groups per SLAs.
• Coordinate and set up video meetings and assist with in-person setups.
• Maintain equipment and support multiple end-user platforms (Windows, macOS, iOS, Android, Office 365).

Skills

IT support

Customer service

Windows

macOS

Office 365

Teams/Zoom AV support

Jira

Zendesk

Soft skills

Communication

Time management

Autodesk

Architecture & design interest

Tools

Active Directory

Office 365 Admin

Teams/Zoom meetings setup

Job description

Job Description

We are hiring for a Technical Support Specialist in Boston, MA. This role will require 5 days onsite/week, as such, we are only considering local candidates at this time. You will provide exceptional customer service to our client's Boston based office - managing an array of technical issues, both hardware and software related. In addition to a strong technical aptitude, a strong understanding of professional acumen and soft skills will be pivotal for success in the role. Your day to day duties will include:

• Provide exceptional IT support to internal and external customers, across geographic locations.
• Ensure service levels for customers are met, identify opportunities for improvements and implement after review and planning.
• Test, configure, install, and manage and repair of all IT related equipment (Hardware and Software).
• Use Jira Service Management system to create and update incident records.
• Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA’s.
• Provide user training on client specific applications and services through direct one on one engagements and office workshops.
• Ensure internal customers are kept up to date regarding the status of any outstanding issues they have opened with the IT service desk.
• Escalate problems to the relevant expert group, as per service level agreements.
• Communicate status of problems to customers, as per service level agreements.
• Follow high severity notification procedures for all severity 1 and 2 problems.
• Perform preventative maintenance to ensure all equipment is maintained to a high standard.
• Set up video meetings for customers (Teams / Zoom) and assist with in-person meeting set ups.
• Willing and able to support multiple end-user platforms: Windows 10, Windows 11, macOS, iOS, Android, Microsoft Office 365

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

3-5 years' experience providing Tier 1/Tier 2 IT support in a corporate environment.

Strong experience with Windows operating systems (Windows 10, Windows 11, MSFT Office 365).

Knowledge of, and experience with common network devices: routers, switches, and access points.

Basic knowledge of Microsoft Active Directory user administration (i.e. reset passwords, disable accounts, add users to groups).

Experience working with a ticketing system like Jira, Zen Desk, etc.

Experience troubleshooting MAC devices.

Proven capability of troubleshooting / problem solving in a technical environment.

Strong Video Conference and Presentation Support Skills – AV support, setting up conference rooms, troubleshooting signal flow issues, camera connections, etc.

Excellent soft skills/interpersonal skills, excellent communication skills.

Self-motivated, highly organized, strong time management skills, Experience with Autodesk.

Past experience working in a heavy customer service environment.

Industry certifications (examples include: A+, Network+, Security+, CCENT).

Experience working with Jira ticketing system.

Knowledge or passion for architecture and design.