White-Glove Service Desk Technician (Tier 1)

Insight Global (United States); Atlanta (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

Insight Global is seeking a Service Desk Technician to join one of our clients’ IT support teams. This role provides Tier 1 technical support to internal employees, primarily over the phone, troubleshooting Windows, hardware, software, and account access.

You will triage tickets, document incidents in ServiceNow, and escalate complex issues. A patient, coachable, and customer-focused approach is essential, with on-call rotation after 6 months.

Qualifications

• 1-3+ years in Service Desk, Help Desk, or Desktop Support
• Strong Windows troubleshooting experience
• Experience with Active Directory and basic user/account administration
• Experience troubleshooting laptops, hardware, software, and connectivity issues
• Experience working within a ticketing system such as ServiceNow
• Strong phone-based customer service and communication skills
• Ability to troubleshoot independently while knowing when to elevate
• Patient and empathetic approach to end users
• ServiceNow experience
• Five9 experience
• Exposure to high-volume internal users

Responsibilities

• Provide Tier 1 technical support to internal employees
• Troubleshoot Windows laptops, applications, hardware, and access issues
• Triage incoming calls and tickets and work toward first-call resolution
• Document incidents and resolutions within ServiceNow
• Escalate complex issues to senior Service Desk resources when needed
• Provide a white-glove support experience focused on patience, empathy, and problem solving
• Participate in an on-call rotation after becoming fully trained after 6 months

Skills

Customer service

Communication

Tools

ServiceNow

Five9

Active Directory

Job description

Insight Global is seeking a Service Desk Technician to join one of our clients’ IT support teams. This role provides Tier 1 technical support to internal employees, primarily over the phone, troubleshooting Windows, hardware, software, and account access.

You will triage tickets, document incidents in ServiceNow, and escalate complex issues. A patient, coachable, and customer-focused approach is essential, with on-call rotation after 6 months.