AI Service Desk Technician

Job Description

Insight Global is seeking an AI Service Desk Support Technician for one of our clients in the biotech space. This role will be located in New York City right near Penn Station and will be onsite five days per week.

As a Service Desk Support Technician, you will join a collaborative and fast-paced IT team. This role focuses on day-to-day service desk operations, providing front-line technical support to internal end users and ensuring timely resolution of technical issues. The ideal candidate is customer-focused, adaptable, and comfortable working in an agile, high-collaboration environment.

You will work closely with fellow service desk technicians, IT leadership, security, infrastructure, and imaging teams, while using modern tools and AI-enhanced workflows to support business operations.

Key Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone and digital channels

• Review, assign, and manage support tickets through the Freshservice ticketing system

• Troubleshoot and resolve Tier 1 technical issues related to hardware, software, accounts, and access

• Handle common requests such as password resets, Okta user provisioning/deprovisioning, and email issues

• Escalate Tier 2 issues appropriately and collaborate with escalation teams to ensure resolution

• Work fluidly between the ticketing system and Slack to support real-time collaboration

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

• 4+ years of experience of help desk experience

• Experience providing support and helping users use Claude.ai - ideally Claude Cowork

• Experience supporting both Windows and MacOS

• Hands on experience supporting Okta

• Experience with enterprise ticketing system ideally FreshService - Experience supporting ChatGPT or Gemini

• MDM Experience (Intune or Kandji)

• Experience with Claude Cowork or AI agents

• Technical Certifications (CompTIA A+, ITIL Foundation, etc.)