Job Description
Insight Global is looking for an IT Support Specialist to join one of our clients in Virginia Beach, VA. The IT Support Specialist supports daily operations of the Global Service Desk (GSD) and provides frontline technical support for enterprise IT systems across multiple secure network environments. This role is responsible for troubleshooting user issues, managing account access, and ensuring system availability in support of mission-critical training and operational activities. The candidate works closely with internal teams, including network, cybersecurity, and engineering support, to resolve incidents, fulfill service requests, and maintain continuity of operations. Responsibilities include account management, workstation support, system imaging, and ensuring compliance with established security policies and procedures. This position operates in a fast-paced, 24/7 environment and may require shift work, on-call support, or participation in operational events.
Essential Job Responsibilities
• Monitor and manage ticket queues within Jira or equivalent ITSM tools to ensure timely response and resolution.
• Troubleshoot user issues related to access, hardware, software, and connectivity across multiple environments.
• Process account requests including creation, modification, and deactivation in accordance with security policies.
• Escalate complex or unresolved issues to Tier 2 and Tier 3 support teams and track through completion. • Perform workstation imaging, setup, and deployment to support user onboarding and system readiness. • Document troubleshooting steps, resolutions, and procedures in knowledge base systems such as Confluence.
• Support patching, software installation, and system updates as directed.
• Coordinate with network, cybersecurity, and engineering teams to resolve cross-functional issues.
• Maintain audit-ready documentation for account management and system activities.
• Provide technical support during operational events and high-tempo activities.
• Communicate effectively with users and stakeholders regarding issue status and resolution.
• Participate in 24/7 operational coverage, including shift work and on-call rotations as required.
Compensation: $25-28/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.
REQUIRED SKILLS AND EXPERIENCE
• Active secret clearance
• 0 years experience with Bachelor’s degree in a related field; or High School Diploma (or equivalent) with 4 years of relevant experience.
• Experience with Windows operating systems and basic troubleshooting.
• Ability to follow technical procedures and standard operating instructions.
• Strong communication skills, both written and verbal.
• Must obtain and maintain CompTIA Security+ certification within 90 days (if not already held).
NICE TO HAVE SKILLS AND EXPERIENCE
• Experience working in a service desk or enterprise IT support environment.
• Familiarity with Jira or similar ITSM tools.
• Basic knowledge of Active Directory and account management processes.
• Experience supporting users in DoD or secure network environments.
• Familiarity with system imaging, workstation setup, or hardware deployment.
• Exposure to cybersecurity practices or compliance frameworks (e.g., STIGs).
• Experience with knowledge base tools such as Confluence.
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