IT Support Specialist II

Level II It Support Specialist

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.

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