Job Information
Insight Global IT Support Specialist II in Billerica, Massachusetts
Job Description
Insight Global is seeking a Level II IT Support Specialist for one of our Biotech clients in Billerica, MA. This role will be onsite five (5) days per week. This role will start as a long-term (12 month) contract with potential extensions and the possibility of converting to a permanent position.
In this role you will be responsible for providing technical support to end users, ensuring smooth operation of hardware, software, and network systems. You will provide tier II support for about 500 end users. Image and deploy new computers and software, set up accounts in Active Directory and various applications as needed, and train users on basic functionality of our systems. You will also serve as an escalation point for all tier I tickets that cannot be resolved.
Additional Responsibilities Include:
Install, configure, and maintain computer hardware, operating systems, and standard applications
Support user account setup, password resets, and basic administration of systems such as Active Directory, Office 365, VPN, and other business tools
Document all issues, solutions, and processes in the ticketing system
Escalate complex issues when necessary while maintaining ownership of the request
Assist with onboarding/offboarding tasks, device provisioning, and asset tracking
Maintain strong communication with users to set expectations and provide updates
Contribute to process improvements and overall IT service enhancement
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 HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
3+ years of experience in IT End User Support
Extensive experience supporting and managing M365 environments
Experience supporting Active Directory (ideally in a multi-site environment)
Enterprise level ITSM experience
Excellent communication skills and customer service skills - Experience with ServiceNow for ticketing
Experience support MacOS
Experience in the Biotech/Pharma industry