Level 2/3 Desktop Support
Job Description
Insight Global is seeking a Level 3 Desktop Support Analyst for 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 contractor will resolve Level 3 tickets involving complex Windows issues, password resets, and application failures, as well as support video conferencing tools such as Cisco Webex. The role provides hands-on support across Windows and macOS environments (approximately 50/50), mobile devices on iOS and Android, and applications within the Adobe Creative Suite. Jira will be used to manage and track tickets, with close collaboration required across internal teams and external vendors, including gathering technical and budget-related information. Additional responsibilities include assisting with infrastructure-related tasks, such as unpatching switches when needed, coordinating follow-ups, and leading or contributing to desktop support and end-user technology projects. Strong customer service, clear communication, and thorough documentation are expected at all times. On a daily basis, the contractor will resolve approximately 30 tickets as part of a four-person team supporting about 500 end users across NYC offices and fully remote users. 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 learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements 3+ years of Level 2 Desktop Support experience in both macOS and Windows environments (50/50), including OS troubleshooting, system configurations, application failures, and user profile issues. Hands-on troubleshooting and configuration of iOS and Android devices, connectivity issues, and mobile application support. Advanced support experience with Adobe Creative Suite, troubleshooting application errors, performance issues, licensing problems, and user-specific configurations. Cisco Webex support experience, including diagnosing conferencing failures, device integration issues, and supporting end users in both onsite and remote settings. Apply tot his job Apply To this Job