Level 3 Desktop Support

Job Description

Insight Global is seeking a Level 3 Desktop Support Analyst to join a large retail client in New York City. This role focuses on resolving advanced desktop support issues, partnering with vendors, and supporting end users across multiple Manhattan locations and remote corporate users. The Desktop Support contractor will resolve Level 3 desktop support tickets, including complex Windows-based issues, while performing password resets and troubleshooting application and program failures. This role will support and troubleshoot video conferencing tools, including Cisco Webex, and provide hands-on assistance across both Windows and macOS environments in an approximately 50/50 split. The contractor will also support mobile devices across iOS and Android platforms and troubleshoot applications within the Adobe Creative Suite. Jira will be used to manage, track, and resolve support tickets, while the role will require close collaboration with internal teams and external vendors, including gathering necessary information and budget-related details. Additional responsibilities include assisting with infrastructure-related tasks, such as unpatching switches when required and coordinating follow-ups, as well as leading and contributing to projects related to desktop support and end-user technology. Throughout all interactions, the contractor is expected to deliver strong customer service through clear communication and well-organized documentation. On a day-to-day basis, the contractor will resolve approximately 30 support tickets per day as part of a four-person desktop support team, supporting roughly 500 end users across New York City office locations and fully remote corporate users. This role requires providing onsite support across three Manhattan locations daily, including the 34th Street, 25th Street, and 5th Avenue offices. The contractor will troubleshoot a wide range of hardware, software, operating system, and conferencing issues while appropriately escalating and collaborating with team members and stakeholders to ensure timely and effective resolution of user issues. The position is onsite five days a week, begins as a 6-month contract, and is expected to convert to a full-time role

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:

Skills and Requirements

3-5+ years of Level 3 Desktop Support experience, resolving complex end-user issues, handling escalations, and supporting enterprise environments.

Advanced Level 3 support experience in both macOS and Windows environments (approximately 50/50), including OS troubleshooting, system configurations, application failures, and user profile issues.

Level 3 support experience with mobile devices, including hands-on troubleshooting and configuration of iOS and Android devices, connectivity issues, and mobile application support.

Level 3 experience troubleshooting video conferencing technologies, including diagnosing hardware, software, audio/video, and connectivity issues in enterprise meeting environments.

Experience using Jira at a Level 3 support capacity to manage escalations, document complex issues, track resolutions, and collaborate across teams.

Advanced support experience with Adobe Creative Suite, troubleshooting application errors, performance issues, licensing problems, and user-specific configurations.

Level 3 Cisco Webex support experience, including diagnosing conferencing failures, device integration issues, and supporting end users in both onsite and remote settings.