Help Desk Technician

Insight Global; San Antonio (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

Insight Global is seeking an entry-level IT Help Desk professional to serve as the first point of contact for Level 1 technical issues. You will troubleshoot basic hardware, software, and connectivity problems, and guide end users through solutions with clear communication.

You’ll document resolutions and prioritize requests in a fast-paced environment. Your role emphasizes customer service and solid troubleshooting ability, with overnight shifts to support high-volume operations across multiple

Qualifications

• Entry-level IT Help Desk or similar hands-on IT experience.
• Troubleshoot basic hardware, software, workstation, connectivity, login/access, or peripheral issues.
• Strong verbal and written communication skills.
• Ability to communicate technical information clearly to non-technical users.
• Strong multitasking and prioritization skills in a high-volume environment.
• Customer-service mindset combined with actual technical troubleshooting ability.
• Comfortable working an overnight schedule.

Responsibilities

• Serve as the first point of contact for Level 1 technical issues
• Troubleshoot and resolve basic hardware, software, connectivity, and access-related problems
• Communicate with end users to understand issues and walk them through resolutions
• Document issues and resolutions appropriately
• Escalate more complex technical problems to the appropriate support teams
• Manage multiple support requests while prioritizing issues based on urgency and impact
• Provide professional, customer-focused support during overnight operations

Skills

IT Help Desk experience

Hardware troubleshooting

Software troubleshooting

Communication skills

Multitasking

Overnight schedule

Customer service mindset

Tools

Ticketing system

Job description

• Serve as the first point of contact for Level 1 technical issues
• Troubleshoot and resolve basic hardware, software, connectivity, and access-related problems
• Communicate with end users to understand issues and walk them through resolutions
• Document issues and resolutions appropriately
• Escalate more complex technical problems to the appropriate support teams
• Manage multiple support requests while prioritizing issues based on urgency and impact
• Provide professional, customer-focused support during overnight operations

Must-Haves

• Entry-level IT Help Desk, Service Desk, Desktop Support, Technical Support, or similar hands-on IT experience
• Experience troubleshooting basic hardware, software, workstation, connectivity, login/access, or peripheral issues
• Strong verbal and written communication skills
• Ability to communicate technical information clearly to non-technical users
• Strong multitasking and prioritization skills in a high-volume environment
• Customer-service mindset combined with actual technical troubleshooting ability
• Comfortable working an overnight schedule

Plusses

• Restaurant, retail, hospitality, or other high-volume IT support experience
• Previous experience supporting multiple locations or remote end users
• Experience working in a ticketing/help desk environment