[Hiring] Technical Helpdesk & Network Support Agent II @InSync

Role Description

Delivers advanced client support by resolving complex technical issues, maintaining clear communication and documentation, and contributing to process and service improvements. This role bridges front-line support and escalation while ensuring a professional client experience.

Key Responsibilities

• Resolve escalated technical issues related to hardware, software, and connectivity.
• Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.
• Act as a point of escalation for Technicians, providing guidance on complex cases and best practices.
• Collaborate with peers to analyze recurring issues and recommend process improvements.
• Maintain high-quality documentation of solutions and procedures.
• Provide expertise to enhance workflows and improve client satisfaction.

Qualifications

• Skilled at troubleshooting Windows OS, Microsoft 365, and remote access issues.
• Proficient in performing account and access management tasks with minimal supervision.
• Strong problem-solving abilities with capacity to resolve most technical issues independently.
• Excellent communication skills with accurate documentation practices.
• Understanding of escalation thresholds and service workflows.

Requirements

• 2–5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.
• Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator.
• Actively pursuing further certifications or cross-training.

Benefits

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan