Sr IT Support Specialist

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

Role Summary

The Senior IT Support Specialist is responsible for end-to-end IT asset lifecycle operations, desktop hardware support, and service delivery across regional offices and remote workforces. This role combines hands-on endpoint hardware troubleshooting (Dell & Apple) with vendor warranty management, asset auditing, and close coordination with HR/People Operations for new hire provisioning, refreshes, and equipment recovery.

Key Responsibilities

1. IT Asset Management (ITAM) & Logistics

• Coordinate the end-to-end lifecycle of IT equipment (procurement staging, imaging, deployment, tracking, refresh, and end-of-life disposal).
• Manage the IT onboarding workflow for full-time employees and contingent workers, ensuring laptops and peripherals are built, tested, and delivered ahead of Day 1.
• Oversee reverse logistics for employee offboarding: arrange equipment pickups, track return shipments, inspect received devices, and update asset status.
• Maintain accurate inventory records across Jira Asset Management, CMDB (Jira Asset Management), and tracking sheets; perform regular reconciliations and discrepancy audits.
• Administer fleet refresh and employee device retention initiatives (e.g., "Keep Your PC" program).
• Manage the staging, checkout, and retrieval of the regional loaner laptop pool.

2. Endpoint Diagnostics, Break-Fix & Vendor Coordination

• Act as the senior escalation point for endpoint hardware issues (battery degradation, thermal throttling, power failures, display/motherboard faults, keyboards, docking stations etc).
• Interface directly with OEM warranty support (Dell ProSupport, AppleCare) by logging service requests, dispatching on-site technicians, tracking parts availability, and escalating out-of-warranty cases.
• Re-image, configure, and restore Windows and macOS operating systems to standardized corporate baselines.
• Support endpoint security posture by executing remote wipe/lock protocols (e.g., DriveStrike) and adhering to local administrator elevation policies.

3. Service Desk Operations & Stakeholder Collaboration

• Manage incoming tickets in Jira Service Management (JSM), maintaining clear communication and meeting SLAs.
• Partner with Servicedesk, HR Operations, People Experience, Facilities, and department managers to support hiring spikes, office moves, and offboarding schedules.
• Document troubleshooting playbooks, asset workflows, and standard operating procedures (SOPs) in Confluence.

Qualifications & Requirements

• Experience: 6-8+ years of progressive hands-on experience in IT desktop support, IT asset management, or corporate service desk environments.
• Hardware Expertise: In-depth knowledge of Dell commercial laptops (Latitude, Pro, Xps etc) and Apple MacBooks; strong experience diagnosing component-level faults and navigating OEM warranty processes.
• Operating Systems: Strong administration skills in Windows 10/11 Pro/Enterprise and macOS. Server Operating systems experience is a plus
• Asset Tracking & ITSM Tools: Proficiency with Jira Service Management (JSM), Jira Assets, and CMDB/discovery tools (e.g., Device42, Tanium).
• Identity & Directory Services: Familiarity with Active Directory/Azure AD (user offboarding, group memberships, provisioning).
• Logistics & Organization: Demonstrated track record managing regional courier/shipping logistics, tracking numbers, and physical inventory reconciliations.

Preferred Certifications & Skills

• CompTIA A+, Network+, or Microsoft 365 Certified: Endpoint Administrator.
• Dell Certified Systems Expert (DCSE) or Apple Certified Support Professional (ACSP).
• ITIL Foundation v3/v4 certification.
• Experience supporting a globally distributed, hybrid workforce.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.