Overview
On Site
Depends on Experience
Contract - W2
Contract - 6 Month(s)
No Travel Required
Skills
AirWatch
Android
Application Support
Cisco
Cisco Certifications
Collaboration
Communication
Customer Satisfaction
CompTIA
Computer Hardware
Computer Networking
Conflict Resolution
Customer Service
Cyber Security
IT Operations
IT Service Management
Documentation
Endpoint Protection
FOCUS
Manufacturing
HIPAA
IOS Development
ITIL
Knowledge Base
Management
Master Data Management
Laptop
Microsoft Azure
Mobile Device Management
Productivity
Process Improvement
Research and Development
Sales
Job Details
Title: Desktop support Specialist
Location: Acton, MA | Hybrid
Duration: 6+ month temp to hire
Overview
The IT Service Delivery Specialist will be responsible for supporting day-to-day IT operations within Insulet Corporation as part of the North America IT Service Delivery Team. This hands-on role provides Tier 1 & Tier 2 technical support to local and remote users, ensuring high-quality service, productivity, and customer satisfaction. The role includes troubleshooting hardware, software, mobile devices, and network issues, while maintaining compliance with industry regulations (HIPAA, SOX, GDPR).
This position requires a strong focus on end-user experience, secure IT service delivery, and collaboration with global IT teams.
Key Responsibilities
- Provide Tier 1 & 2 IT support for local and remote users across corporate, R&D, manufacturing, supply chain, sales, and customer care teams.
- Troubleshoot and resolve issues related to desktops, laptops (Windows & Mac), mobile devices (iOS & Android), applications, and network connectivity.
- Manage and resolve tickets via the ServiceNow system, ensuring proper documentation and escalation when necessary.
- Support user onboarding and offboarding, including provisioning and deprovisioning of hardware, software, and access rights.
- Assist in maintaining endpoint security and compliance with IT policies (HIPAA, SOX, GDPR, etc.).
- Contribute to IT knowledge base articles and user self-service documentation.
- Collaborate with IT Systems and Cybersecurity teams to address escalated issues and improve processes.
- Participate in IT service delivery projects, system rollouts, and process improvement initiatives.
- Build strong working relationships with end-users and external IT vendors.
Required Qualifications
- Bachelor s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
- Minimum 1+ years of hands-on IT Service Desk / Technical Support experience.
- Strong knowledge of Windows and Mac OS troubleshooting and application support.
- Experience supporting iOS and Android devices, including MDM provisioning.
- Familiarity with endpoint management tools (e.g., Microsoft SCCM, VMware AirWatch/Workspace ONE).
- Understanding of corporate wired and wireless networking.
- Strong communication skills with the ability to interact professionally with users at all levels.
Preferred Qualifications & Certifications
- ITIL v3/ITIL 4 Foundation Certification (strong plus).
- ServiceNow Certification (System Administrator or ITSM Specialist).
- CompTIA A+ (or equivalent technical certification).
- Microsoft Certifications (MCSA, MCSE, or Azure Administrator/Fundamentals).
- Cisco (CCENT/CCNA) for networking knowledge.
- VMware AirWatch / Workspace ONE Certification.
- Apple Certified Support Professional (ACSP).
Key Competencies
- Strong problem-solving and troubleshooting skills.
- Customer-service oriented with excellent written and verbal communication.
- Ability to manage multiple priorities in a fast-paced environment.
- Team-oriented with a proactive, self-motivated approach.
- Knowledge of IT compliance and cybersecurity best practices.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.