Desktop Support Technician

Job Description

We are seeking a Desktop Support professional who brings more than traditional end-user support- someone with strong reporting capabilities and a proactive approach to vulnerability tracking and remediation. This role will be critical in owning and improving visibility into system vulnerabilities, prioritizing risk, and ensuring timely resolution across a Windows environment.

Key Responsibilities:

• Serve as the primary owner for tracking, prioritizing, and resolving system and software vulnerabilities

• Maintain and enhance reporting on vulnerabilities, including identifying gaps in ServiceNow tracking and ensuring accuracy of data

• Remediate vulnerabilities across endpoints, including:

o Operating system patching and updates (Windows environment)

o Removal of unauthorized or non-compliant software

o Software patching and updates

• Utilize ServiceNow to manage incidents, requests, and reporting (Vulnerability Response module experience preferred)

• Build and maintain dashboards to provide visibility into vulnerability status and remediation progress

• Perform remote troubleshooting and support for end-user devices

• Respond to and resolve requests through ServiceNow and email in a timely manner

• Take ownership of high-priority assets and ensure critical vulnerabilities are addressed quickly

• Act as the centralized point of accountability for vulnerability tracking and 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 3–5+ years of experience in desktop support or endpoint management

• Strong experience with reporting and data tracking (ServiceNow experience required)

• Hands-on experience with vulnerability remediation (OS patching, software updates, removal of unauthorized software)

• Proficiency with ServiceNow, including ticket management and reporting capabilities

• Experience creating dashboards and reporting outputs

• Strong troubleshooting skills with the ability to remotely support and remediate endpoints

• Ability to take ownership and drive processes with minimal oversight • Experience with ServiceNow Vulnerability Response (VR) module

• Relevant technical certifications