Job Description
Job Description:
Insight Global is seeking a Tier 1/2 Help Desk Support/End User Support Technician to join a growing cloud-based PC environment in Durham, NC. This individual will play a key role in providing Tier 2 technical support while managing incoming tickets and ensuring a seamless user experience. The ideal candidate is hands-on, customer-focused, and experienced in Active Directory and Microsoft environments. This role offers flexible part-time hours and the opportunity to work in a modern, cloud-driven technical setting while supporting day-to-day operations across end user systems and infrastructure.
Day-to-Day:
• Manage and resolve tickets through the Freshworks ticketing system
• Provide Tier 2 technical support to end users
• Handle user onboarding and offboarding (account setup, permissions, equipment provisioning)
• Configure and deploy PCs for new hires (Pod PC setups)
• Troubleshoot hardware, software, and connectivity issues
• Set up and maintain AV equipment and printers
• Support a fully Microsoft-based environment
• Ensure timely resolution and documentation of all support requests
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
Must-Haves:
• 1–2 years of Help Desk / End User Support experience
• Experience working in a Tier 2 support environment
• Hands-on experience with ticketing systems (Freshworks preferred or similar)
• Strong knowledge of Active Directory (onboarding, offboarding, access management)
• Experience setting up and deploying user workstations / PCs
• Solid troubleshooting skills for hardware and software issues
Experience supporting Microsoft environments (O365, Windows, etc.)
- MUST BE COMFORTABLE WITH PART TIME 25/hrs PER WEEK
Nice to Have Skills & Experience
Plusses:
• Experience with Freshworks ticketing platform
• Exposure to AV system setup and troubleshooting
• Printer setup and maintenance experience
• Experience in a cloud-based PC or virtual desktop environment
Strong customer service and communication skills
Benefit packages for this role will start on the 1st 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.