IT Help Desk Engineer

IT Help Desk Technician

Insight Global is seeking two IT Help Desk Technicians (Tier 1 / Tier 2) to support a rapidly growing AI and robotics organization focused on transforming how critical infrastructure is built, maintained, and modernized. These individuals will serve as the first line of support for employees across the organization, helping manage incoming requests, resolve technical issues, and ensure employees receive timely and effective support.

The ideal candidate possesses a strong customer-service mindset, enjoys problem-solving, communicates effectively with users of varying technical backgrounds, and takes ownership of issues through resolution. These individuals will help alleviate routine support responsibilities from Gecko's engineering-focused IT staff while maintaining a high level of service for end users.

Duties & Responsibilities Include:

• Manage and prioritize incoming Help Desk tickets, Slack requests, emails, and walk-up support inquiries
• Troubleshoot Windows and macOS operating system issues
• Provide first-line support for Microsoft applications, Zoom, Slack, Okta, and other business applications
• Assist with workstation setup, hardware deployment, equipment provisioning, and user onboarding
• Support conference room technology, audio-visual equipment, meeting systems, and collaboration tools
• Manage ticket lifecycle activities including documentation, follow-up, user communication, and closure validation
• Investigate and troubleshoot technical issues before escalating to IT Engineers when necessary
• Create detailed and actionable escalations when higher-level technical support is required
• Support user account administration and access-related requests
• Assist with mobile device and endpoint management activities utilizing MDM tools
• Coordinate with IT Engineering teams to resolve recurring technical issues and improve support processes
• Maintain a professional, customer-focused approach while supporting a fast-paced technology organization
• Help monitor and reduce ticket queues through proactive follow-up and issue ownership