Service Desk Technician

Job Description

Insight Global is seeking a Level 1 Help Desk Technician for a top research industry client. This candidate will serve as the first line of technical support, assisting internal users with everyday IT issues including hardware, software, and access-related troubleshooting. The ideal candidate is customer-focused, detail-oriented, and eager to grow within an IT support environment.

This role operates on a 1:00 PM – 10:00 PM shift with a rotating weekend schedule once every five weeks, and follows a hybrid model in Chicago (6 days/month onsite). This is a strong opportunity for an entry-level IT professional to gain hands-on experience in an enterprise setting and grow into more advanced support roles over time.

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:

Skills and Requirements

• 2+ years of experience in a Help Desk / Service Desk / IT Support role

• Strong customer service and communication skills (phone, chat, email support)

• Experience troubleshooting basic hardware, software, and connectivity issues

• Familiarity with Microsoft 365 environments

• Exposure to a ticketing system (ServiceNow, Jira, Zendesk, etc.)

• Experience with Active Directory (password resets, account unlocks)

• Ability to document tickets clearly and follow support processes

• Ability to work 1:00 PM – 10:00 PM shift + rotating weekends

Comfortable working in a fast-paced, ticket-driven environment • Experience with ServiceNow

• Experience supporting VPN and remote users

Basic understanding of ITIL or service desk best practices