Help Desk Specialist

Insight Global; United States; Presencial; USD 42.000 - 66.000; Jornada completa

Descripción de la vacante

Insight Global is seeking an L1/L2 Help Desk Technician to provide technical support to end users across a professional enterprise environment. You will troubleshoot hardware, software, account access, and connectivity issues while delivering a strong customer experience.

The ideal candidate communicates clearly with users, documents issues accurately, resolves common problems independently, and escalates more complex incidents to appropriate teams as needed.

Formación

• Help Desk or IT support experience required.
• Troubleshoot Windows desktops and common applications.
• Familiarity with Microsoft 365.
• Experience with password resets and basic account administration.
• Understanding of basic networking concepts.
• Experience using an IT ticketing system.
• Strong troubleshooting and customer service skills.

Responsabilidades

• Provide Level 1 and Level 2 support to end users.
• Troubleshoot Windows desktops, laptops, peripherals, and common software issues.
• Support Microsoft 365 apps including Outlook, Teams, Word, and Excel.
• Troubleshoot password, login, account access, and connectivity issues.
• Assist with computer setup, imaging, deployment, and hardware replacement.
• Support printers, monitors, docking stations, and other peripherals.
• Diagnose basic network, Wi-Fi, VPN, and remote-access issues.
• Create, update, and resolve support tickets with accurate documentation.
• Escalate complex incidents to appropriate technical teams.
• Communicate clearly with both technical and non-technical users.
• Follow established IT support procedures and SLAs.

Conocimientos

Help desk experience

Windows troubleshooting

Microsoft 365

Account administration

Networking basics

Ticketing system

Customer service

Herramientas

Active Directory

Microsoft Entra ID

Descripción del empleo

We are seeking an L1/L2 Help Desk Technician to provide technical support to end users across a professional enterprise environment. This individual will be responsible for troubleshooting hardware, software, account access, and connectivity issues while providing a strong customer experience.

The ideal candidate is comfortable working directly with users, documenting issues accurately, resolving common technical problems independently, and escalating more complex issues when appropriate.

Responsibilities

• Provide Level 1 and Level 2 technical support to end users
• Troubleshoot Windows desktops, laptops, peripherals, and common software issues
• Support Microsoft 365 applications, including Outlook, Teams, Word, and Excel
• Troubleshoot password, login, account access, and connectivity issues
• Assist with computer setup, imaging, deployment, and hardware replacement
• Support printers, monitors, docking stations, and other peripheral devices
• Diagnose basic network, Wi-Fi, VPN, and remote-access issues
• Create, update, and resolve support tickets while maintaining accurate documentation
• Escalate complex incidents to appropriate technical teams
• Communicate clearly with both technical and non-technical users
• Follow established IT support procedures and service-level expectations

Required Skills & Experience

• Previous Help Desk, Service Desk, Desktop Support, or IT Support experience
• Experience troubleshooting Windows-based computers and common desktop applications
• Familiarity with Microsoft 365
• Experience with password resets, user-access issues, and basic account administration
• Understanding of basic networking concepts and connectivity troubleshooting
• Experience working with an IT ticketing system
• Strong troubleshooting and problem-solving abilities
• Strong customer service and communication skills

Nice to Have

• Experience with Active Directory and/or Microsoft Entra ID
• Experience supporting VPN and remote users
• Hardware imaging and deployment experience
• ITIL, CompTIA A+, Network+, or Microsoft certifications
• Experience supporting users within a large enterprise environment