Job Description
Insight Global is hiring a Level II Help Desk Analyst for a global leader in graphic solutions in San Antonio, TX. The Help Desk Analyst will provide frontline IT support for all locations worldwide, handling both on-site hardware issues and remote ticket resolution during Central Time business hours. This role is ideal for a proactive individual who thrives in a fast-paced environment and can manage a mix of hands-on and remote troubleshooting. This position will be fully on-site with flexibility for one remote day per week.
Key Responsibilities:
Helpdesk Coverage
- Resolve ~50 tickets weekly via FreshDesk
- Triage and troubleshoot remote and on-site issues
On-Site Support (40%):
- Address physical hardware issues (printers, cabling, RF scanners)
- Support new hire setups and termination tickets
Remote Support (60%):
- Provide global IT assistance during CT business hours
- Handle password resets, Wi-Fi issues, and Level II troubleshooting
Technical Tasks
- Install and support Windows 11 desktops/laptops
- Maintain PC workstations and printer hardware
- Administer Microsoft 365, Active Directory, and Azure
- Support SAP and other enterprise applications
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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- High school diploma or equivalent.
- 3+ years of IT support experience, including Level II troubleshooting.
- Hands-on experience with Windows 11 desktops/laptops, printers (Zebra/HP), and RF scanners.
- Proficiency with Microsoft 365 Admin, Active Directory, and Azure Administration.
- Experience using FreshDesk or similar ticketing systems.
- Strong communication skills and ability to work independently.
Nice to Have Skills & Experience
- SAP Administration experience.
- Familiarity with global IT support environments.
- Knowledge of security and remote access tools.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.