Level 2 IT Help Desk Specialist – Windows & 365

Insight Global; Houston (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Insight Global is seeking a Help Desk Support Specialist II to provide advanced technical support for Windows endpoints, Microsoft 365, AD, and mobile devices. You will take ownership of incidents, collaborate with vendors, and guide users through resolutions in a fast-paced environment.

The role requires 1+ year in a Windows-based support setting, strong customer service, and solid troubleshooting skills. On-site Houston location with standard IT support hours is expected.

Qualifications

• High school diploma or GED required.
• 1+ year technical or customer support experience.
• Experience solving computer-related problems.
• Experience with escalation policies.
• Technical certifications are desirable.
• Ability to lift up to 25 lbs and sit at a desk.

Responsibilities

• Serve as a Level 2 escalation point for incidents and service requests that require advanced troubleshooting.
• Diagnose and resolve complex hardware, software, operating system, account-access, application, mobile-device, printing, and connectivity issues.
• Take end-to-end ownership of assigned incidents, including investigation, resolution, documentation, customer communication, and follow-up.
• Monitor and manage the incoming ticket queue, prioritize issues by urgency and business impact, and route tickets when specialized support is required.
• Meet or exceed SLAs, productivity, and quality standards.
• Perform advanced remote and in-person technical support for end users.
• Install, configure, modify, upgrade, and repair computer hardware, software, peripherals, and mobile devices.
• Administer Active Directory users, groups, permissions, and security settings.
• Troubleshoot Microsoft 365 and Office applications including user access and performance issues.
• Troubleshoot Ethernet, TCP/IP, Wi-Fi, VPN, and endpoint connectivity issues.
• Deploy Windows OS via PXE and imaging processes.
• Coordinate PC replacements, migrations, backups, and equipment shipments.
• Remediate virus, malware, and endpoint-security issues per procedures.
• Maintain hardware/software asset inventory.
• Identify recurring incidents and suggest preventive solutions.
• Create/maintain technical docs and support workflows.
• Escalate incidents to other teams with complete documentation.
• Collaborate with third-party vendors to resolve issues.
• Keep users informed of progress and next steps.

Skills

Windows OS

Office 365

Active Directory

Remote support

Customer service

Troubleshooting

Communication

PXE deployment

Education

High school diploma or GED

Technical certifications

Job description

Insight Global is seeking a Help Desk Support Specialist II to provide advanced technical support for Windows endpoints, Microsoft 365, AD, and mobile devices. You will take ownership of incidents, collaborate with vendors, and guide users through resolutions in a fast-paced environment.

The role requires 1+ year in a Windows-based support setting, strong customer service, and solid troubleshooting skills. On-site Houston location with standard IT support hours is expected.