Service Desk Agent

Title: Tier 1 Service Desk Agent

Duration: 6?month contract to hire

Conversion Salary: $58,000

Contract rate: $2425/hr

Location: Onsite 5x/week

• Birmingham, AL OR Detroit, MI
• Potential flexibility for hybrid after conversion
• Schedule: MondayFriday, (6am-6pm: Flexible schedule)
• OT and On Call time may be required (minimal)

• Interview: 12 stage interview process (virtual; onsite may be requested)

Must-Haves:

• Tier 1 / Service Desk IT support experience in a high-volume environment
• Strong Windows and macOS troubleshooting skills
• Microsoft 365 support experience (Outlook, Teams, SharePoint, OneDrive)
• Experience using ServiceNow or a comparable ITSM/ticketing platform
• Remote support tooling experience (NinjaOne, TeamViewer, or equivalent)
• Basic networking knowledge (connectivity troubleshooting, initial diagnostics, data gathering for escalation)
• Strong documentation skills (ticket notes, resolution details, KB articles)
• Customer-service mindset supporting non-technical end users
• Ability to manage 1530 active tickets at a time

Plusses:

• Veterinary practice management software experience (Cornerstone, Avimark, ImproMed)
• Identity and access management tools (OneLogin, Okta, Entra)
• Citrix / virtual desktop troubleshooting experience
• Certifications: CompTIA A+, Network+, Server+, ITIL 4

Day-to-Day:

• Serve as the first point of contact for end users via phone and ticketing system
• Diagnose and resolve hardware, software, OS, peripheral, and basic network issues
• Maintain accurate and detailed documentation in ServiceNow
• Escalate complex issues to Tier 2 with complete troubleshooting context
• Create, update, and maintain knowledge-base articles and self-service guides
• Monitor recurring issues and identify opportunities for process improvement
• Provide calm, clear support in time-sensitive, clinical environments

Job Description:

Insight Global is seeking a Service Desk Agent for a top healthcare client supporting hospital and clinical environments. This individual will act as the frontline of IT support, handling a high volume of technical issues while delivering exceptional customer service to non-technical staff. The ideal candidate brings strong Windows and macOS troubleshooting skills, excellent documentation habits, and a strong sense of ownershipunderstanding that users rely on timely, accurate support in patient-facing settings. This is a contract-to-hire opportunity offering long-term growth with a mission-driven organization.

Compensation:

$24/hr to $25/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.