Job Description Insight Global is looking for the right candidate to act as level 2 support escalation from walk up and call center according to SLAs per ticket priority. Perform analysis, diagnosis, and resolution of complex hardware and software problems for end users within DSI defined service level agreements for DSIs headquarters-based users. Coordinate problem and project resolution with Infrastructure and Operations to minimize disruption and down-time. This person will also act as junior system administrator to perform routine tasks to maintain operations such as, account lifecycle management (creation, modification). Coordinate and work with remote support teams when onsite troubleshooting is necessary. Provides instruction and training to end users in troubleshooting, maintenance, and use of applications & hardware. Develop written knowledge items used for troubleshooting and training purposes. Perform moves, adds, and changes (MAC) requests for new and existing staff. Accountable for new hire hardware/software setup and initial training on support procedures and standard applications. Maintain telephony systems. Perform MACs in voicemail system and configure phones. Lastly, to provide onsite support for launch meetings, national/regional meetings, and audit activities to ensure all IT related needs are met. 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 HR@insightglobal.com .     To 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 Looking for a level 3 (5-7 years of experience); level 4 (7-10 years of experience) Strong knowledge of Microsoft Windows 10 and Office 365 Laptop hardware and phone support General networking knowledge Excellent technical knowledge of PC and Mac hardware platforms Outstanding customer service skills, ability to present ideas in user-friendly language, and ability to work with various customers and partners effectively Including experience working in a team-oriented, collaborative environment. Ability to develop technical documentation & to effectively troubleshoot various software issues effectively. Analytical and problem-solving abilities, with keen attention to detail. Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. null 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. 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 HR@insightglobal.com.