IT Service Desk Technician

Job Description

Insight Global seeking a highly experienced Level 2 Service Desk Technician to provide comprehensive end-user support for a dynamic environment at Alliant Insurance. This role is 100% focused on resolving technical issues, including SSO authentication problems, AP system errors, file share access, application permissions, hardware troubleshooting, Windows 11 issues, and login failures. The technician will handle approximately 20 tickets per day, serving as the primary line of defense for escalated incidents. Support is delivered primarily through Zoom calls, phone calls, and ServiceNow, requiring strong communication skills and proficiency in ticketing systems. While most issues will be resolved independently, the role includes collaboration with senior team members and engineers for complex escalations. This position demands excellent problem-solving abilities, adaptability across a wide range of technologies, and a commitment to delivering timely, high-quality support in a fast-paced environment.

Skills and Requirements

• 5–7 years of experience in a Service Desk or Help Desk role, with proven ability to handle Level 2 support responsibilities.
• Proficiency with ServiceNow for ticket management and workflow handling.
• Strong technical skills in Active Directory administration; experience with remote support tools (e.g., Splashtop or similar) is required.
• Hands-on experience with Microsoft Intune for remote application installations, device management, and troubleshooting, along with solid general troubleshooting skills.
• Excellent communication and customer service skills, with the ability to work independently in a fully remote environment, manage time effectively, and maintain professionalism under pressure.
• Insurance Background is a Plus
• M&A Driven Company Background for Past Experience

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to [email protected].