AI Service Desk Technician

JOB DESCRIPTION

Insight Global is seeking a Service Desk Support Technician for one of our clients in the biotech space. This role will be located in New York City, right near Penn Station, and will be on-site five days per week.

As a Service Desk Support Technician, you will join a collaborative and fast-paced IT team. This role focuses on day-to-day service desk operations, providing front-line technical support to internal end users and ensuring the timely resolution of technical issues. The ideal candidate is customer-focused, adaptable, and comfortable working in an agile, high-collaboration environment. You will work closely with fellow service desk technicians, IT leadership, security, infrastructure, and imaging teams, while using modern tools and AI-enhanced workflows to support business operations.

Key Responsibilities

• Serve as the first point of contact for end users seeking technical assistance via phone and digital channels
• Review, assign, and manage support tickets through the Freshservice ticketing system
• Troubleshoot and resolve Tier 1 technical issues related to hardware, software, accounts, and access
• Handle common requests such as password resets, Okta user provisioning/deprovisioning, and email issues
• Escalate Tier 2 issues appropriately and collaborate with escalation teams to ensure resolution
• Work fluidly between the ticketing system and Slack to support real-time collaboration

REQUIRED SKILLS AND EXPERIENCE

• 3+ years of experience of help desk experience
• Experience supporting both Windows and MacOS
• Hands-on experience supporting Okta
• Experience with an enterprise ticketing system, ideally FreshService
• Proficient with AI tools - understand how to use ChatGPT, Gemini, and/or Claude

NICE TO HAVE SKILLS AND EXPERIENCE

• MDM Experience (Intune or Kandji)
• Experience with Claude Cowork or AI agents
• Technical Certifications (CompTIA A+, ITIL Foundation, etc.)