Help Desk Engineer II: Advanced Windows & AD Support

Insight Global; Buda (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Insight Global is seeking a Help Desk Support Specialist II to provide advanced technical support to end users by phone, remotely, and in person. You will diagnose and resolve complex issues across Windows endpoints, Microsoft 365, Active Directory, and mobile devices.

The role involves ownership of incidents, clear communication, and collaborating with internal and vendor teams. The position emphasizes strong customer service, critical thinking, and urgency in a fast-paced environment, with

Qualifications

• High school diploma or GED required.
• 1+ years of technical or customer support experience.
• Experience solving computer-related problems.
• Experience with established escalation policies.
• Technical certifications are desirable.
• Able to lift up to 25 lbs and sit for long periods.

Responsibilities

• Serve as a Level 2 escalation point for incidents requiring advanced troubleshooting.
• Diagnose and resolve complex hardware, software, OS, account-access, application, mobile-device, printing and connectivity issues.
• Take end-to-end ownership of incidents: investigation, resolution, documentation and follow-up.
• Monitor and manage the ticket queue; prioritize by urgency and impact.
• Meet or exceed SLAs, productivity, and quality standards.
• Provide advanced remote and in-person support for end users.
• Install, configure, modify, upgrade and repair hardware, software and devices.
• Administer Active Directory users, groups and permissions.

Skills

Windows OS

Office 365

Active Directory

PC hardware & peripherals

Networking: VPN/TCP-IP

PXE deployment

Customer service

Troubleshooting

Communication skills

Windows environment experience

Wireless technologies

Education

High school diploma or GED

Technical certifications

Job description

Insight Global is seeking a Help Desk Support Specialist II to provide advanced technical support to end users by phone, remotely, and in person. You will diagnose and resolve complex issues across Windows endpoints, Microsoft 365, Active Directory, and mobile devices.

The role involves ownership of incidents, clear communication, and collaborating with internal and vendor teams. The position emphasizes strong customer service, critical thinking, and urgency in a fast-paced environment, with