Job Description
IG client, based in Austin, Texas, is a privately held company specializing in compliance and monitoring solutions for the oil and gas industry. They are seeking an experienced Help Desk Representative to sit onsite in Austin, TX and assist with Tier 2 technical support to internal staff, as well as some system administration tasks as needed. We are looking for someone reliable, hardworking, and self-sufficient who can start immediately.
The Help Desk Technician provides technical support and assistance to end-users experiencing hardware, software, or network issues. This role is the first point of contact for troubleshooting and resolving IT-related problems, ensuring minimal disruption to business operations.
Day to Day:
Work through 5-8 new tickets per day whilst managing their existing tickets in system (they have about 50 right now and will need this person to work through those as well).
Respond to user inquiries via phone, email, chat, or in person.
Diagnose and resolve technical hardware and software issues.
Install, configure, and maintain computer systems and applications.
Escalate complex issues to higher-level support teams when necessary.
Assist with imaging devices onsite (WDS and MDT).
Document issues, solutions, and follow-up actions in ticketing systems.
Provide guidance and training to users on basic IT functions.
Maintain inventory of IT equipment and supplies.
Ensure compliance with company IT policies and procedures.
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
2-5+ years of experience in Help Desk or Technical Support.
Experience using a ticketing system and managing 5-15 tickets per day.
MS/Office 365.
Windows software application experience.
Cisco phone system exposure.
Experience working with end users to troubleshoot logins, user access, creating new profiles, email authentication, etc.
VPN connectivity exposure.
Great communication and excellent problem solving skills.
Ability to work independently and manage multiple tasks.
Nice to Have Skills & Experience
Associate or Bachelors Degree in IT, Computer Science, or related.
Linux domain exposure.
MS Intune.
Open Source ticketing system.
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.