Engineer Support Services

Insight; Jackson (TN); On-site; USD 104,000 - 127,000; Full time

Job summary

Insight is seeking a highly motivated IT Tech Support Specialist to provide onsite Level 2 support at our Austin, TX location. You will handle hardware and software issues, support end-user technology initiatives, and minimize business disruption in a fast-paced enterprise environment.

The role requires strong technical ownership, excellent communication, professionalism, urgency, and the ability to interact with senior stakeholders.

Qualifications

• 3-5+ years of experience in Desktop Support, IT Support, or End-User Computing within an enterprise environment.
• Strong troubleshooting knowledge of Windows 10/11 and Microsoft 365 applications.
• Experience supporting Citrix VDI or similar virtual desktop technologies.

Responsibilities

• Provide hands-on Level 2 technical support for onsite employees.
• Troubleshoot Windows 11, Microsoft 365, Outlook, Teams, and enterprise applications.
• Diagnose and resolve hardware, software, network connectivity, authentication, and peripheral issues.
• Support desktops, laptops, HP Thin Clients, mobile devices, printers, and conference room technology.
• Troubleshoot Citrix VDI issues involving connectivity, performance, authentication, sessions, and user profiles.
• Provide remote support when required.

Skills

Desktop Support

End-User Computing

Windows 10/11

Citrix VDI

Active Directory

Intune

Tools

ServiceNow

Microsoft Intune

MobileIron

Job description

Requisition Number: 106962

Location: This role is fully onsite in Austin, TX

Salary: $115,000 / annualized

Insight at a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2024 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.

About the role

We are seeking a highly motivated, customer-focused IT Tech Support Specialist to provide onsite technical support at our Austin, TX location. This role serves as a key onsite technology resource, delivering Level 2 support, resolving complex hardware and software issues, supporting end-user technology initiatives, and minimizing disruption to business operations.

The successful candidate will demonstrate strong technical ownership, excellent communication skills, professionalism, urgency, and discretion while supporting a fast-paced enterprise environment.

What you’ll do:

Desktop and End-User Support

• Provide hands‑on Level 2 technical support for onsite employees.
• Troubleshoot Windows 11, Microsoft 365, Outlook, Teams, and enterprise applications.
• Diagnose and resolve hardware, software, network connectivity, authentication, and peripheral issues.
• Support desktops, laptops, HP Thin Clients, mobile devices, printers, and conference room technology.
• Troubleshoot Citrix VDI issues involving connectivity, performance, authentication, sessions, and user profiles.
• Provide remote support when required.

Incident Management and Escalations

• Manage incidents and service requests through ServiceNow.
• Prioritize work based on business impact, urgency, and established service‑level expectations.
• Maintain accurate ticket documentation, troubleshooting steps, and resolution details.
• Collaborate with Infrastructure, Engineering, Security, and other technical teams to resolve complex issues.
• Communicate status, impact, and next steps clearly to users and stakeholders.
• Identify recurring issues and contribute to problem management and long‑term remediation.

Executive and Business-Critical Support

• Deliver responsive, professional technical support to business users and senior stakeholders.
• Provide high‑touch support for time‑sensitive and business‑critical technology issues.
• Support meeting room technology, video conferencing, and collaboration tools.
• Maintain discretion and take end‑to‑end ownership of escalated issues.

Endpoint Management and Deployment

• Configure, deploy, maintain, and troubleshoot corporate workstations and mobile devices.
• Support device provisioning, software installation, replacement, and lifecycle activities.
• Assist with endpoint management platforms such as Microsoft Intune and MobileIron.
• Support employee onboarding, offboarding, workstation transitions, and technology refreshes.
• Maintain accurate hardware inventory and asset records.

Operational Excellence

• Follow IT security policies, identity verification procedures, and operational controls.
• Maintain technical documentation and contribute to knowledge base improvements.
• Identify opportunities to improve service delivery and reduce recurring incidents.
• Collaborate with regional and global Tech Support teams to provide consistent support.
• Participate in technical projects, system upgrades, migrations, and enterprise rollouts.

What we’re looking for:

• 3-5+ years of experience in Desktop Support, IT Support, or End-User Computing within an enterprise environment.
• Strong troubleshooting knowledge of Windows 10/11 and Microsoft 365 applications.
• Experience supporting Citrix VDI or similar virtual desktop technologies.
• Working knowledge of Active Directory, Microsoft Entra ID, and Group Policy.
• Familiarity with Microsoft Intune, MobileIron, or similar endpoint management platforms.
• Experience with ITSM platforms such as ServiceNow.
• Understanding of TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and enterprise networking fundamentals.
• Experience supporting iOS and Android mobile devices.
• Excellent written and verbal communication skills, customer service orientation, and analytical problem‑solving ability.
• Ability to manage competing priorities, work independently, and communicate technical information to nontechnical audiences.
• Professional presence and confidence supporting senior stakeholders and executive-level users.

Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Join us today, your ambITious journey starts here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match – we still want to hear from you!

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.