Secret Senior Deskside Support Specialist

Job Description

Insight Global is seeking a Senior Desktop Support Specialist for a top government/defense client. This individual will provide advanced Tier 1 and Tier 2 end-user support within a high-visibility enterprise environment. The ideal candidate will have extensive experience troubleshooting hardware, software, and Windows 11 issues while supporting technologies such as Active Directory, ServiceNow, SCCM, VPN, VTC, and Microsoft Teams. This person will serve as a technical escalation resource for junior engineers, perform device deployments and lifecycle refresh activities, manage service tickets, and work cross-functionally with engineering teams to resolve complex issues. Candidates must possess an active Secret Clearance, Security+ certification, and a strong background supporting enterprise IT environments.

• Provide Tier 1 and Tier 2 deskside support to end users
• Troubleshoot and resolve hardware, software, and operating system issues
• Image and deploy Windows 11 devices
• Manage hardware inventory and asset tracking
• Perform IMAC activities and technology refresh projects
• Utilize ServiceNow to manage incidents, requests, updates, and SLA compliance
• Support Active Directory, Microsoft Office applications, VPN connectivity, SCCM, VTC, and Microsoft Teams
• Escalate advanced issues to upper-level engineering teams as needed
• Serve as an escalation point for junior and mid-level deskside engineers
• Collaborate with multiple technical teams to resolve complex issues
• Document troubleshooting efforts and resolutions within the ITSM platform
• Support a primarily Windows-based environment

Skills and Requirements

• Active DoD Secret Clearance
• Bachelor's degree in a related field
• Active CompTIA Security+ certification
• 10 years of deskside and/or end-user support experience
• Windows 11 troubleshooting and device deployment experience
• Active Directory, Microsoft 365, VPN, and Microsoft Teams support experience
• ServiceNow experience
• IMAC, asset management, and lifecycle refresh experience
• Strong troubleshooting skills in a Windows-based enterprise environment

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].