Desktop Support Technician

Desktop Support Technician

Insight Global is seeking a Desktop Support Technician to support the University of Arizona's research computing environment, which provides secure computational storage and infrastructure for researchers working with government-controlled data (e.g., Department of Defense, NASA).

This role supports a critical initiative to ensure approximately 22 physical endpoint machines are updated, secure, and compliant, particularly in preparation for upcoming security and compliance efforts. Due to limited automated controls, updates must be performed manually, requiring a high level of attention to detail, trust, and accountability.

This is a white-glove, desk-side support role where the technician will work directly with researchers and internal teams. The ideal candidate is technically capable, highly professional, and demonstrates strong communication skills, reliability, and high moral character, given potential exposure to sensitive data.

Responsibilities include:

• Perform manual software updates, OS upgrades, and maintenance on ~22 Windows-based physical machines
• Upgrade systems from Windows 10 to Windows 11 using established procedures
• Install and update applications by manually launching and executing updates across systems
• Use elevated credentials responsibly to maintain secure environments
• Follow structured processes and checklists to ensure systems are compliant
• Troubleshoot basic technical issues (~20% of workload)
• Document updates and track progress using existing ticketing systems
• Coordinate with researchers and internal stakeholders via email to schedule device access and updates
• Provide white-glove, desk-side IT support while maintaining professionalism and strong relationships

Work type:

• ~80% structured / repeatable updates - ~20% troubleshooting / issue resolution

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.

Skills and Requirements:

• 1-2 years of experience in:
• Desktop Support - IT Support - Endpoint / device support roles
• Experience working with:
• Windows operating systems (Windows 10/11) - Software installations and manual updates
• Ability to follow defined procedures with strong attention to detail
• Strong verbal and written communication skills (email coordination required)
• Ability to work independently in a fully onsite environment
• Strong time management and organizational skills
• Professional demeanor and high level of trustworthiness and integrity – Experience in secure, compliance-driven, or research environments
• Exposure to:
• Government-controlled data environments - Higher education or research institutions
• Prior experience with:
• Device refresh or upgrade projects - Endpoint management or desk-side support
• Familiarity with ticketing systems and documentation practices