Level 2​/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.

• Resolve Level 3 desktop support tickets, including complex Windows‑based issues, password resets, and troubleshooting application and program failures.
• Support and troubleshoot video conferencing tools such as Cisco Webex across Windows and macOS environments (approx. 50/50 split).
• Assist with mobile devices across iOS and Android platforms and troubleshoot applications within the Adobe Creative Suite.
• Use Jira to manage, track, and resolve support tickets while collaborating with internal teams and external vendors.
• Assist with infrastructure‑related tasks, including unpatching switches when required and coordinating follow‑ups.
• Lead and contribute to projects related to desktop support and end‑user technology.
• Deliver strong customer service through clear communication and well‑organized documentation.
• Provide onsite support across the three Manhattan locations daily and troubleshoot a wide range of hardware, software, operating‑system, and conferencing issues.
• Appropriately escalating and collaborating with team members and stakeholders to ensure timely and effective resolution of user issues.
• 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.

• 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 (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.
• Experience troubleshooting video conferencing technologies, diagnosing hardware, software, audio/video, and connectivity issues in…