IT Service Desk Technician (Tier 1/2)

Job Description

SCHEDULE: 5 days onsite (Monday-Friday), standard business hours

DURATION: 6-Month Contract (option to extend or convert to FTE)

ABOUT THIS ROLE:

This is a leading subscription platform at the center of connected fitness, with more than 180 million community members in over 185 countries. The platform offers a holistic view of your active lifestyle, no matter where you live, which sport you love, and what device you use.

Insight Global is seeking an IT Service Desk Technician (Tier 1/2) to support the NYC office as the sole in-person IT presence. This role is critical in delivering high-quality, scalable support in a fast-paced, SaaS-driven environment. You'll be the front line for all IT needs in the NYC office-troubleshooting issues, supporting onboarding/offboarding, configuring laptops (primarily Mac), managing AV for meetings, and improving IT processes. You'll work closely with a global IT team and have autonomy to drive improvements and deliver excellent customer service.

DAY-TO-DAY:

• Provide Tier 1/2 technical support for hardware, software, and SaaS applications

• Troubleshoot issues across a Mac-first environment (macOS, peripherals, networking)

• Support and manage core tools: Google Workspace, Okta, Slack, Atlassian (Jira, Confluence), 1Password, JAMF

• Own and manage support tickets through Jira, ensuring timely resolution and clear communication

• Support new hire onboarding and offboarding (device provisioning, shipping/receiving, account setup)

• Assist with identity and access management (SSO, MFA, group permissions)

• Partner with cross-functional teams to resolve issues and improve workflows

• Contribute to documentation and knowledge base articles to scale support

• Identify recurring issues and proactively suggest automation or process improvements

• Support AV needs for all office and company meetings

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

REQUIRED EXPERIENCE:

• 3-4+ years in an IT Service Desk / Support role (Tier 1/2)

• Strong experience supporting macOS environments (95% Mac shop)

Working knowledge of:

• JAMF (MDM/device management)

• Okta (SSO/identity)

• Slack

• Google Workspace

• Atlassian (Jira ticketing system)

• 1Password or LastPass

• Experience supporting hardware, software, and SaaS applications

• Familiarity with networking fundamentals (Wi-Fi, VPN, DNS)

• Excellent troubleshooting and problem-solving skills

• Strong communication skills-able to support both technical and non-technical users

• Highly organized with strong attention to detail and follow-through

• Comfortable being the sole IT support in a local office, while collaborating with a global team

• Ability to lift up to 50 lbs PLUSSES:

• Experience in a startup or high-growth tech environment

• Exposure to automation tools or scripting (Bash, Python, etc.)

• Experience improving support processes or documentation