Advanced Help Desk Technician: Escalation & Client Support

Insight Global; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

Insight Global is seeking a dedicated service desk/tech support specialist in the United States. You will resolve hardware, software, and connectivity issues across Windows, Mac, and remote environments, while managing user accounts and access in AD, Entra ID, and Google Workspace.

You will serve as a front-line escalation contact and help improve support processes. You will work with peers to analyze recurring problems, document solutions, and maintain clear client-facing communications.

Qualifications

• Proficient in troubleshooting Windows OS, Microsoft 365, MAC OS and remote access issues.
• Experience with account and access management in AD, Entra ID and Google Workspace.

Responsibilities

• Resolve technical issues related to hardware, software, and connectivity in varied environments.
• Perform onboarding, offboarding, and permissions adjustments.
• Act as escalation point for technicians, providing guidance on complex cases and best practices.
• Collaborate to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and client satisfaction.

Skills

Windows OS

Microsoft 365

MAC OS

Remote access

Active Directory

Entra ID

Google Workspace

Problem solving

Communication

Escalation workflows

Job description

Insight Global is seeking a dedicated service desk/tech support specialist in the United States. You will resolve hardware, software, and connectivity issues across Windows, Mac, and remote environments, while managing user accounts and access in AD, Entra ID, and Google Workspace.

You will serve as a front-line escalation contact and help improve support processes. You will work with peers to analyze recurring problems, document solutions, and maintain clear client-facing communications.