Onsite IT Helpdesk Technician - Level 2

Insight Global; Dallas (TX); On-site; USD 42,000 - 70,000; Full time

Job summary

Insight Global is seeking an experienced IT Help Desk professional to serve as the go-to for employees encountering technology issues and to restore productivity quickly. You will handle tickets via multiple channels, troubleshoot a wide range of devices and apps, manage user accounts and access with Entra ID/Intune, and maintain security and documentation.

You will set up new hires, assist with offboarding, and support conference rooms and special projects while promoting best practices for AI

Qualifications

• High school diploma or GED, five years of progressively responsible help desk, desktop support, technical support, IT operations, or closely related experience, and a current CompTIA A+ certification.
• Demonstrated Level 2 troubleshooting experience using structured incident, request, escalation, documentation, and change-management practices.
• Strong working knowledge of Windows 11; Microsoft 365, Teams, Outlook, OneDrive, SharePoint Online, and Microsoft Office; Microsoft Entra ID and Intune; multifactor authentication; endpoint enrollment; software deployment; and access troubleshooting.
• Knowledge of endpoint hardware, printers, peripherals, mobile devices, workstation deployment, and common connectivity concepts, including TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and switching.
• Experience with enterprise ticketing or IT service-management systems and with creating technical documentation and employee-facing instructions.
• Working knowledge of enterprise AI tools such as Microsoft Copilot, including prompting, output validation, privacy, responsible use, and practical workplace applications.

Responsibilities

• Responding to employee support requests via tickets, Teams, phone, email, or in person.
• Troubleshooting laptop, Microsoft 365, Outlook, Teams, SharePoint Online, VPN, Wi‑Fi, printers, and access/login issues.
• Setting up new hires with computers, applications, and access, while also handling offboarding and job-change requests.
• Imaging, deploying, repairing, replacing, and tracking laptops, monitors, phones, and other technology assets.
• Escalating complex issues when needed while maintaining ownership and keeping users informed.
• Updating tickets, documenting resolutions, and creating knowledge articles and troubleshooting guides.
• Supporting conference rooms, Teams/Zoom meetings, office technology deployments, and special projects.
• Assisting employees with approved AI tools such as Microsoft Copilot and ensuring they use them securely.
• Identifying recurring issues and recommending process improvements, automation opportunities, or training resources.
• Monitoring security concerns such as phishing attempts, account compromises, and unauthorized access requests.

Skills

Customer service

Communication

Troubleshooting

Ticketing

Documentation

Windows 11

Microsoft 365

Entra ID

Intune

MFA

Security awareness

Education

High school diploma or GED

CompTIA A+ certification

Tools

Microsoft Entra ID

Intune

Microsoft 365

Job description

Job Description

In this role, you'll be the go-to person for employees experiencing technology issues, helping them get back to work quickly while ensuring systems remain secure and reliable.

A typical day might include:

Responding to employee support requests via tickets, Teams, phone, email, or in person.Troubleshooting laptop, Microsoft 365, Outlook, Teams, SharePoint, VPN, Wi-Fi, printer, mobile device, and access/login issues.Managing user accounts, passwords, MFA, software licenses, and permissions through Microsoft Entra ID and Intune.Setting up new hires with computers, applications, and access, while also handling offboarding and job-change requests.Imaging, deploying, repairing, replacing, and tracking laptops, monitors, phones, and other technology assets.Escalating complex issues when needed while maintaining ownership and keeping users informed.Updating tickets, documenting resolutions, and creating knowledge articles and troubleshooting guides.Supporting conference rooms, Teams/Zoom meetings, office technology deployments, and special projects.Assisting employees with approved AI tools such as Microsoft Copilot and ensuring they use them securely.Identifying recurring issues and recommending process improvements, automation opportunities, or training resources.Monitoring security concerns such as phishing attempts, account compromises, and unauthorized access requests.

What Success Looks Like

Employees receive fast, friendly, and easy-to-understand tech support.Issues are resolved accurately with strong communication and documentation.Onboarding, offboarding, device management, and access requests are completed correctly and on time.Recurring problems are reduced through better documentation, training, and process improvements.You can balance multiple priorities while maintaining strong customer service and attention to detail.

Skills and Requirements

• High school diploma or GED, at least five years of progressively responsible help desk, desktop support, technical support, IT operations, or closely related experience, and a current CompTIA A+ certification.
• Demonstrated Level 2 troubleshooting experience using structured incident, request, escalation, documentation, and change-management practices.
• Strong working knowledge of Windows 11; Microsoft 365, Teams, Outlook, OneDrive, SharePoint Online, and Microsoft Office; Microsoft Entra ID and Intune; multifactor authentication; endpoint enrollment; software deployment; and access troubleshooting.
• Knowledge of endpoint hardware, printers, peripherals, mobile devices, workstation deployment, and common connectivity concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and switching.
• Experience with enterprise ticketing or IT service-management systems and with creating technical documentation and employee-facing instructions.
• Working knowledge of enterprise AI tools such as Microsoft Copilot, including prompting, output validation, privacy, responsible use, and practical workplace applications.
• Strong customer service, communication, listening, organization, prioritization, collaboration, adaptability, confidentiality, and follow-through.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, 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 the recruiting process, please send a request to [e-mail].