Help Desk Technician

Insight Global; USA; Vor Ort; USD 42.000 - 65.000; Vollzeit

Zusammenfassung

Insight Global is seeking a dedicated service desk/tech support specialist in the United States. You will resolve hardware, software, and connectivity issues across Windows, Mac, and remote environments, while managing user accounts and access in AD, Entra ID, and Google Workspace.

You will serve as a front-line escalation contact and help improve support processes. You will work with peers to analyze recurring problems, document solutions, and maintain clear client-facing communications.

Qualifikationen

• Proficient in troubleshooting Windows OS, Microsoft 365, MAC OS and remote access issues.
• Experience with account and access management in AD, Entra ID and Google Workspace.

Aufgaben

• Resolve technical issues related to hardware, software, and connectivity in varied environments.
• Perform onboarding, offboarding, and permissions adjustments.
• Act as escalation point for technicians, providing guidance on complex cases and best practices.
• Collaborate to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and client satisfaction.

Kenntnisse

Windows OS

Microsoft 365

MAC OS

Remote access

Active Directory

Entra ID

Google Workspace

Problem solving

Communication

Escalation workflows

Jobbeschreibung

Delivers advanced client support by resolving complex technical issues, maintaining clear communication and documentation, and contributing to process and service improvements. This role bridges front-line support and escalation while ensuring a professional client experience.

Key Responsibilities:

• Resolve technical issues related to hardware, software, and connectivity in varied environments.
• Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.
• Act as a point of escalation for Technicians, providing guidance on complex cases and best practices.
• Collaborate with peers to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and improve client satisfaction.

Knowledge & Skills Requirements:

• Skilled at troubleshooting Windows OS, Microsoft 365, MAC OS and remote access issues.
• Proficient in performing account and access management tasks in Microsoft Active Directory, Entra ID and Google Suites with minimal supervision.
• Strong problem-solving abilities with capacity to resolve most technical issues independently.
• Excellent communication skills with accurate documentation practices.
• Understanding of escalation thresholds and service workflows.

Preferred Qualifications:

• 3–5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.
• Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator.
• Actively pursuing further certifications or cross-training.

We may want to add some of these details, or tweak the above to provide more clarity on expectations.

• Operating System installation for Windows Desktop systems
• Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof
• Tracking and troubleshooting email related issues, including spam filtering
• Provide first level contact and problem resolution to hardware, software, and applications issues for customers.
• Resolve user-reported technical issues using available resources while following documented procedures and policies.
• Explain computer and software operations to technical and non-technical users.
• Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems).
• Work with third party IT vendors, providing management and oversight