Help Desk Specialist

Insight Global; Buda (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Insight Global is seeking a Level 2 IT Support professional in Texas to provide advanced troubleshooting for Windows environments, Microsoft 365, and AD. You will handle escalated tickets, deploy PCs, imaging, and migrations while coordinating with vendors and guiding Level 1 technicians.

Ideal candidates have 2+ years of Windows desktop support experience, strong customer service, and familiarity with networks, VPNs, and ticketing workflows. On-site role in Texas.

Qualifications

• 2+ years of Windows desktop support experience.
• Microsoft Office / Microsoft 365 support.
• Strong troubleshooting and customer service skills.
• PC hardware, peripherals, printers, and mobile device support.
• Ethernet, TCP/IP, and VPN troubleshooting.
• Experience with ticketing and escalation processes.

Responsibilities

• Resolve escalated Help Desk tickets.
• Support Windows, Microsoft 365, Active Directory, and endpoint devices.
• Troubleshoot hardware, software, VPN, Wi-Fi, TCP/IP, and connectivity issues.
• Perform PC deployments, imaging (PXE), upgrades, and migrations.
• Manage ticket queues and meet SLA targets.
• Create documentation and knowledge base articles.
• Assist Level 1 technicians and coordinate with vendors when needed.

Skills

Windows support

Microsoft 365

Troubleshooting

PC hardware

Networking & VPN

Ticketing

Customer service

Education

Certifications: CompTIA A+ / Network+ / Microsoft

Tools

PXE imaging

Active Directory

Job description

Overview Level 2 IT support role providing advanced troubleshooting for Windows environments, Microsoft 365, Active Directory, hardware, software, networking, and mobile devices.

Key Responsibilities

• Resolve escalated Help Desk tickets
• Support Windows, Microsoft 365, Active Directory, and endpoint devices
• Troubleshoot hardware, software, VPN, Wi-Fi, TCP/IP, and connectivity issues
• Perform PC deployments, imaging (PXE), upgrades, and migrations
• Manage ticket queues and meet SLA targets
• Create documentation and knowledge base articles
• Assist Level 1 technicians and coordinate with vendors when needed

Must-Haves

• 2+ years of Windows desktop support experience
• Microsoft Office / Microsoft 365 support
• Strong troubleshooting and customer service skills
• PC hardware, peripherals, printers, and mobile device support
• Ethernet, TCP/IP, and VPN troubleshooting
• Experience with ticketing and escalation processes

Preferred

• Active Directory administration
• PXE imaging/deployment
• Wireless networking knowledge
• CompTIA A+, Network+, or Microsoft certifications