Desktop Support Technician

Company: Insight Global
Location: Seattle
Posted on: February 18, 2026

Job Description:

Job Description Job Description Desktop Support Technician M-F Locations: Sammamish, Maple Valley, Shoreline, Renton 12-month contract Class Summary The responsibilities of this classification include providing desktop support to multiple operating systems, performing limited LAN administration duties that include permissions to work on the network and servers, and/or serving as an ongoing lead to a group of same or subordinate level staff in a call center or similar setting. This classification provides initial or escalated/referred end user support, diagnosis and problem resolution. Distinguishing Characteristics This is the second level within a two-level classification series. This classification is distinguished from Desktop Support Specialist - Journey in that incumbents at the senior level are responsible for supporting end users in a multiple operation systems environment, resolving initial and escalated/referred problems, performing limited LAN administration duties involving networks and servers, and serving as a continuing lead to a group of same or subordinate level staff.This classification is also distinguished from LAN Administrator in that a LAN Administrator is responsible for administering networked systems, including back-end LAN/WAN connectivity; installing, configuring and maintaining multiple servers; performing upgrades and testing; controlling licensure, purchase agreements and software upgrades; and evaluating new products and resolving end user problems. While all Desktop Support Specialists perform some aspects of LAN administration duties, the primary focus is supporting end users. Examples of Duties (May vary by position) 1. Develop, train and provide technical guidance to a group of same or subordinate level staff in a call center or similar setting. Prioritize, assign and monitor the work of staff, coordinate work among sites, sign time sheets and provide input to staff performance appraisals.2. Diagnose and resolve routine and advanced end user systems and application problems in a multiple operating systems environment; guide first-level diagnoses-calls resolution.3. Follow up to ensure effective problem resolution for escalated/referred unresolved problems with appropriate specialized IT staff and/or vendors.4. Perform complex virus security operations, develop and maintain appropriate documentation.5. Monitor and analyze end user support services to assess effectiveness of services provided, identify and implement process improvements.6. Perform special projects as assigned; may serve as a subject matter expert on special projects.7. Coordinate and provide training and instruction services for end users.8. Research and recommend new software and hardware.9. Perform other duties as assigned. Knowledge/Skills (May vary by position) Advanced knowledge of multiple operating systems, networks, hardware, software, peripherals and protocols Advanced knowledge of desktop operating systems and applications Advanced knowledge of call tracking and communication tools and reporting and monitoring tools Knowledge of other information technology areas, such as Web design and applications and programming and scripting languages or databases Knowledge of appropriate training methodologies and curriculum development geared to end user target groups Advanced customer service skills Analytical, problem-solving, conflict resolution and troubleshooting skills Oral and written communication skills and technical documentation skills Skill in leading, guiding and training end users Skill in diagnosing and resolving hardware, software and peripherals problems Skill in working with a variety of individuals from diverse backgrounds Skill in handling multiple competing priorities

Keywords: Insight Global, Kent , Desktop Support Technician, IT / Software / Systems , Seattle, Washington