Position: Senior IT Support Specialist (Remote) Job Description insightsoftware is looking for an IT Helpdesk Support Specialist who will strategically address Corporate IT helpdesk tickets and provide a positive customer experience to our employees What you'll do: Local and remote support of laptops and VM’s. Support our applications both on-prem or cloud-based, including email, VPN, collaboration software, and encryption software. Take ownership of assigned tickets and track to resolution while meeting SLA’s. Create support tickets with our vendors/service providers to resolve issues reported by our employees. Good Active Directory administration skills, work with GPO’s, OU and Groups. Help with network issues (HTTP, DNS, DHCP, TCP/IP stack with known ports and basic commands) Support Azure, AWS, VMware, and Hyper-V environments New starter setups and inductions Maintain and deploy our corporate image onto our laptops and be able to update Microsoft patches as well as various software updates. Supporting and troubleshooting all end-user hardware and associated peripherals and accompanying software Supporting any complex related desktop matters (escalating internally and externally where required) Answer questions in person, by phone/email, and using the help desk ticketing system. Triage incoming tickets and identify/escalate tickets that are critical. Document ticket resolution and write procedures for the helpdesk knowledge base Upkeep of asset management tools to track company-owned hardware and software Involvement in project work Minimal travel will be expected