Top Secret Senior Deskside Support Specialist

Insight Global; Shiloh (IL); On-site; USD 95,000 - 130,000; Full time

Job summary

Insight Global is seeking a Senior Desktop Support Specialist for a top government/defense client. This role provides advanced Tier 1/2 end-user support in a high-visibility enterprise environment, focusing on Windows 11 imaging, Active Directory, M365, VPN, SCCM, VPN and Teams integration.

The ideal candidate has an active Secret Clearance, Security+ certification, and 10+ years of deskside experience. This position is based in Illinois and requires on-site collaboration with engineering teams.

Qualifications

• 10+ years of deskside and/or end-user support experience.
• Windows 11 troubleshooting, device imaging, and deployment experience.
• Active Directory, Microsoft 365, VPN, and Microsoft Teams support experience.
• ITSM experience, preferably ServiceNow.

Responsibilities

• Provide Tier 1 and Tier 2 deskside support to end users.
• Troubleshoot and resolve hardware, software, and operating system issues.
• Image and deploy Windows 11 devices.
• Manage hardware inventory and asset tracking.
• Perform IMAC activities and technology refresh projects.
• Utilize ServiceNow to manage incidents, requests, updates, and SLA compliance.
• Support Active Directory, Microsoft Office applications, VPN connectivity, SCCM, VTC, and Microsoft Teams.
• Escalate advanced issues to upper-level engineering teams as needed.
• Serve as an escalation point for junior and mid-level deskside engineers.
• Collaborate with multiple technical teams to resolve complex issues.
• Document troubleshooting efforts and resolutions within the ITSM platform.
• Support a primarily Windows-based environment.

Skills

Deskside support

Windows 11

Active Directory

Microsoft 365

VPN connectivity

Microsoft Teams

ITSM processes

Imaging devices

Asset management

Troubleshooting

Education

Bachelor's degree

Tools

ServiceNow

SCCM

Job description

Job Description

Insight Global is seeking a Senior Desktop Support Specialist for a top government/defense client. This individual will provide advanced Tier 1 and Tier 2 end-user support within a high-visibility enterprise environment. The ideal candidate will have extensive experience troubleshooting hardware, software, and Windows 11 issues while supporting technologies such as Active Directory, ServiceNow, SCCM, VPN, VTC, and Microsoft Teams. This person will serve as a technical escalation resource for junior engineers, perform device deployments and lifecycle refresh activities, manage service tickets, and work cross-functionally with engineering teams to resolve complex issues. Candidates must possess an active Secret Clearance, Security+ certification, and a strong background supporting enterprise IT environments.

• Provide Tier 1 and Tier 2 deskside support to end users
• Troubleshoot and resolve hardware, software, and operating system issues
• Image and deploy Windows 11 devices
• Manage hardware inventory and asset tracking
• Perform IMAC activities and technology refresh projects
• Utilize ServiceNow to manage incidents, requests, updates, and SLA compliance
• Support Active Directory, Microsoft Office applications, VPN connectivity, SCCM, VTC, and Microsoft Teams
• Escalate advanced issues to upper-level engineering teams as needed
• Serve as an escalation point for junior and mid-level deskside engineers
• Collaborate with multiple technical teams to resolve complex issues
• Document troubleshooting efforts and resolutions within the ITSM platform
• Support a primarily Windows-based environment

Skills and Requirements

• Active DoD Top Secret Clearance
• Bachelor's degree in a related field
• Active CompTIA Security+ certification
• 10+ years of deskside and/or end-user support experience
• Windows 11 troubleshooting, device imaging, and deployment experience
• Active Directory, Microsoft 365, VPN, and Microsoft Teams support experience
• ITSM experience, preferably ServiceNow
• IMAC, asset management, and lifecycle refresh experience
• Strong troubleshooting skills in a Windows-based enterprise environment

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 employment opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to [e-mail].