Help Desk Technician

Insight Global is looking for an onsite IT Help Desk Technician to provide frontline technical support for their customer in Ipswich, MA. This individual will be responsible for supporting both onsite and remote u in a fastpaced enterprise environment. This role focuses on daytoday enduser support, device setup, troubleshooting, and ticket management using FreshService as the primary service desk platform.
The ideal candidate is customerfocused, comfortable supporting Windows and macOS devices, and able to work independently while collaborating closely with the Helpdesk team.


Key Responsibilities:
- Provide Tier 1 / Tier 2 support for end u across Windows and macOS environments
- Respond to incidents and service requests submitted via FreshService, email, phone, or walk-up support
- Troubleshoot hardware and software issues, including laptops, peripherals, printers, and conference room equipment
- Image, configure, deploy, and troubleshoot endpoint devices for new hires and existing employees
- Support Microsoft 365 applications (Outlook, Teams, OneDrive, Office apps)
- Track, document, and update tickets clearly to ensure accurate communication and timely resolution
- Escalate issues appropriately when root cause exceeds tiered support scope
- Follow established IT processes, security guidelines, and documentation standards
- Provide professional, courteous support to u at all technical skill levels

Compensation:
$30.00/hr to $50.00/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of
employment, including options for medical, dental, and vision insurance. Eligibility to enroll in
the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this
role will have access to paid sick leave and other paid time off benefits as required under the
applicable law of the worksite location.

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 View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:


Required Skills & Experience
- 2+ years of hands-on IT Helpdesk or Deskside Support experience (enterprise environment preferred)
- Strong troubleshooting skills across Windows and macOS platforms
- Experience supporting Microsoft 365 applications and user accounts
- Familiarity with ticketing systems (FreshService, ServiceNow, Zendesk, or equivalent)
- Ability to diagnose basic networking and connectivity issues (Wi-Fi, VPN, printing, peripherals)
- Strong written and verbal communication skills
- Proven ability to manage multiple tickets and competing priorities


Nice to Have Skills & Experience
- Experience with endpoint management tools (Intune, Jamf, or similar)
- Familiarity with Active Directory or Entra ID user/device management
- Experience supporting conference room or AV technology
- Prior experience in a scientific, lab, or regulated environment
- Exposure to onboarding / offboarding workflows


Benefit packages for this role will start on the 1st 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.