Help Desk Technician

Insight Global; United States; On-site; USD 52,000 - 76,000; Full time

Job summary

Insight Global is seeking a skilled service desk technician to resolve complex hardware, software, and connectivity issues in diverse environments. You will perform account and access management for Active Directory, Entra ID, and Google Workspace, and act as a point of escalation for technicians.

You will document solutions, share best practices, and collaborate with peers to improve processes and client satisfaction. Strong communication and problem-solving abilities are essential.

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.

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.

Job description

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