Desktop Support Specialist

Insight Global
Grapevine, United States of America
4 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Intermediate

Job location

Grapevine, United States of America

Tech stack

Microsoft Windows
Microsoft Active Directory
Identity and Access Management
Microsoft Office
Powershell
SharePoint
Software Engineering
ServiceNow

Job description

This team serves as the primary line of defense for all end-user support - there is no escalation layer beyond them for most hardware and software issues. This role requires a highly responsive, customer-focused individual who can troubleshoot and resolve issues efficiently to ensure minimal disruption to the business., * Provide Tier 2 support for hardware and software issues, including installations, break/fix, and troubleshooting

  • Manage and resolve tickets through ServiceNow, prioritizing incidents (break/fix) before service requests
  • Support Active Directory administration (user creation, permissions, access management)
  • Deliver high-touch customer service to a diverse user base, including corporate, field, and retail-facing employees
  • Troubleshoot and support mobile devices, desktops, and end-user systems

Requirements

  • 3-5 years of experience in Help Desk (minimum Tier 2 support)
  • Hands on experience with Active Directory, Windows OS, and Microsoft Office Suite, SharePoint / OneDrive
  • Strong troubleshooting skills across hardware, software and user access issues
  • Excellent communication skills across various stakeholders - PowerShell scripting for process improvement and automation
  • College Degree / Certifications

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