Job Title

Job Description Insight Global is seeking an AI 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 onsite 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 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 u2022 Serve as the first point of contact for end users seeking technical assistance via phone and digital channels u2022 Review, assign, and manage support tickets through the Freshservice ticketing system u2022 Troubleshoot and resolve Tier 1 technical issues related to hardware, software, accounts, and access u2022 Handle common requests such as password resets, Okta user provisioning/deprovisioning, and email issues u2022 Escalate Tier 2 issues appropriately and collaborate with escalation teams to ensure resolution u2022 Work fluidly between the ticketing system and Slack to support real-time collaboration 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 u2022 4+ years of experience of help desk experience u2022 Experience providing support and helping users use Claude.ai - ideally Claude Cowork u2022 Experience supporting both Windows and MacOS u2022 Hands on experience supporting Okta u2022 Experience with enterprise ticketing system ideally FreshService u2022 Experience supporting ChatGPT or Gemini u2022 MDM Experience (Intune or Kandji) u2022 Experience with Claude Cowork or AI agents u2022 Technical Certifications (CompTIA A+, ITIL Foundation, etc.)