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Level II IT Support Technician
Level II IT Support TechnicianInsight Global • San Francisco, CA, US
Level II IT Support Technician

Level II IT Support Technician

Insight Global • San Francisco, CA, US
[job_card.1_day_ago]
[job_preview.job_type]
  • [job_card.full_time]
  • [job_card.temporary]
[job_card.job_description]

Job Description

Job Description

Job Title : Desktop Support Technician - Level 2

Employment Type : Full-time, 12-month contract

Location : San Francisco, CA 94128

Compensation : $62K / yr - $72K / yr

Benefits : Medical, Dental, Vision, 401(k), PTO

Insight Global is seeking an experienced Desktop Support Technician (Level 2) to join our client’s healthcare IT consulting team in San Francisco. This role supports end-user technology needs, resolves escalated technical issues, and works closely with the client and internal teams to maintain a reliable, secure, and productive computing environment.

This is an onsite support opportunity for an independent, proactive technician who excels in troubleshooting, communication, and customer support.

What You’ll Do :

Advanced Incident Diagnosis & Resolution

  • Troubleshoot escalated issues by reviewing logs, dumps, and event viewer data
  • Resolve complex problems, including OS corruption, driver conflicts, and service failures
  • Use diagnostic tools (ping, traceroute, etc.) for network / system analysis

Application & Middleware Support

  • Troubleshoot business applications based on SOPs
  • Apply patches, updates, and rollbacks; tune application configurations

    • Operating Systems Support

  • Perform Level 2 support for Windows and macOS
  • Create and troubleshoot virtual machines
  • Handle OS patching, updates, and emergency hotfixes

    • Network & Security

  • Support VPN and remote access issues
  • Respond to security alerts as outlined in SOPs
  • Assist in vulnerability scans, remediation, and escalation

    • Backup, Restore & Storage

  • Verify and troubleshoot backup jobs
  • Restore end-user data and support Bay State IT–managed storage environments

    • Change Management & Deployments

  • Prepare detailed change requests with impact and rollback plans
  • Coordinate maintenance windows
  • Execute scripted and automated deployments (PowerShell, RMM, Intune)
  • Validate changes and document updates

    • Vendor & Level 3 Coordination

  • Open and manage vendor support cases
  • Provide logs and system data to expedite issue resolution
  • Track patches, firmware releases, and manage updates through change control

    • Performance & Capacity Optimization

  • Tune systems based on CPU, memory, and I / O metrics
  • Recommend hardware upgrades to prevent bottlenecks

    • Knowledge Base & Process Improvement

  • Document advanced troubleshooting procedures
  • Update runbooks and internal knowledge articles
  • Suggest improvements such as automation or monitoring enhancements

    • Mentorship & Communication

  • Support and mentor Level 1 technicians
  • Act as an escalation point, ensuring SLA adherence
  • Provide updates to IT leadership, project teams, and business units

    • Must-Haves

  • 3–5+ years of desktop or Level 2 IT support experience
  • Hands-on experience with an ITSM system (Freshdesk, ServiceNow etc.) Okta, Microsoft 365, and Qualys preferred
  • Ability to work independently and handle escalations confidently

    • Nice-to-Haves

  • Associate or Bachelor's Degree in an IT related field
  • IT Certifications

    • Apply today!

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    Level II IT Support Technician • San Francisco, CA, US

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