Job Information
Insight Global Desktop Support Technician - Level 2 in San Francisco, California
Job Description
Insight Global is seeking an experienced Desktop Support Technician (Level 2) to join our client’s healthcare IT consulting team in San Francisco. This role supports end-user technology needs, resolves escalated technical issues, and works closely with the client and internal teams to maintain a reliable, secure, and productive computing environment.
This is an onsite support opportunity for an independent, proactive technician who excels in troubleshooting, communication, and customer support.
What You’ll Do:
Advanced Incident Diagnosis & Resolution
Troubleshoot escalated issues by reviewing logs, dumps, and event viewer data
Resolve complex problems, including OS corruption, driver conflicts, and service failures
Use diagnostic tools (ping, traceroute, etc.) for network/system analysis
Application & Middleware Support
Troubleshoot business applications based on SOPs
Apply patches, updates, and rollbacks; tune application configurations
Operating Systems Support
Perform Level 2 support for Windows and macOS
Create and troubleshoot virtual machines
Handle OS patching, updates, and emergency hotfixes
Network & Security
Support VPN and remote access issues
Respond to security alerts as outlined in SOPs
Assist in vulnerability scans, remediation, and escalation
Backup, Restore & Storage
Verify and troubleshoot backup jobs
Restore end-user data and support Bay State IT–managed storage environments
Change Management & Deployments
Prepare detailed change requests with impact and rollback plans
Coordinate maintenance windows
Execute scripted and automated deployments (PowerShell, RMM, Intune)
Validate changes and document updates
Vendor & Level 3 Coordination
Open and manage vendor support cases
Provide logs and system data to expedite issue resolution
Track patches, firmware releases, and manage updates through change control
Performance & Capacity Optimization
Tune systems based on CPU, memory, and I/O metrics
Recommend hardware upgrades to prevent bottlenecks
Knowledge Base & Process Improvement
Document advanced troubleshooting procedures
Update runbooks and internal knowledge articles
Suggest improvements such as automation or monitoring enhancements
Mentorship & Communication
Support and mentor Level 1 technicians
Act as an escalation point, ensuring SLA adherence
Provide updates to IT leadership, project teams, and business units
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
3–5+ years of desktop or Level 2 IT support experience
Hands-on experience with an ITSM system (Freshdesk, ServiceNow etc.) Okta, Microsoft 365, and Qualys preferred
Ability to work independently and handle escalations confidently - Associate or Bachelor's Degree in an IT related field
IT Certifications