Level 1 Service Desk

Insight Global; Plano (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Insight Global in Plano, TX is seeking professionals for a Microsoft refresh-focused role. The job primarily involves phone support, ticketing, and troubleshooting for internal staff from 8 to 5, Monday through Friday, with some travel to nearby sites.

Candidates should have strong customer service and experience with SCCM/Intune, remote tools, and ticketing systems. Equal opportunity employer with inclusive environment.

Qualifications

• Direct experience with a Microsoft refresh or upgrade.
• Hands-on hardware and software troubleshooting expertise.
• Proficiency with Windows 10 and remote support tools.

Responsibilities

• Provide phone support for internal employees (approx. 85%).
• Draft, assign and track tickets in ticketing portals; escalate as needed.
• Aim to close about 100 tickets per month; some hands-on work onsite in Plano.
• Occasional travel to other locations for onsite support.

Skills

Microsoft refresh/upgrade experience

Hardware troubleshooting

Windows 10

Remote troubleshooting

Microsoft and Adobe troubleshooting

Excellent customer service

Ticketing system experience

Tools

SCCM imaging

Intune

Remote software tools

ServiceNow

Job description

Required Skills & Experience

• Direct experience with doing a Microsoft refresh or upgrade
• Direct Experience with Hardware and Software Trouble Shooting
• Windows 10 experience
• Experience Remoting into users and troubleshooting using remote software
• Imaging experience specifically with SCCM
• Intune, Ipad or Mobile device Troubleshooting
• Microsoft and Adobe trouble shooting experience
• Ticketing system experience (service now preferred)
• Excellent customer service and communication

Nice to Have Skills & Experience

• Comptia certifications
• Microsoft certifications

Job Description

This large municipality is needing extra help in their refresh project. We are looking for people that can help with a Microsoft refresh. This will be an onsite 8-5 M-F position. 85% of the role will be phone support where they would be taking incoming calls from internal employees and drafting tickets, trouble shooting over the phone, or escalating the issue up. They will be managing tickets in the ticket portals and expected to close out around 100 tickets per month. Some issues may require hands on which will involve local travel around Plano to other locations.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here .