Required Skills & Experience
Desktop or help desk support experience with basic Windows troubleshooting Working knowledge of Microsoft 365, including Outlook, Teams, and OneDrive Basic hardware, software, connectivity, and user account troubleshooting Strong customer service, communication, and documentation skills Ability to follow established procedures and escalate issues appropriately
Nice to Have Skills & Experience
Experience with laptop deployments, device refreshes, or technology migrations Familiarity with macOS, Active Directory/Entra ID, VPNs, or endpoint management Experience with remote-support and enterprise ticketing tools Relevant IT education, training, or certifications
Job Description
Job Description:
A client of Insight Global is seeking a Technical Support Analyst I to assist with a large-scale endpoint migration. This individual will provide hands-on and remote technical support as users transition from the Worldpay technology environment to the Global Payments environment. The Technical Support Analyst will support Windows and macOS laptop migrations, newly configured device deployments, and the transition to Microsoft 365. This customer-facing role requires foundational technical troubleshooting skills, strong communication, patience, and the ability to explain technical information clearly to non-technical users.
Day to Day:
Provide hands-on and remote technical support before, during, and after laptop migrations. Prepare, configure, deploy, and test Windows and macOS laptops using documented procedures. Assist users receiving newly configured or replacement laptops. Validate device functionality, user access, network connectivity, applications, peripherals, and corporate services. Troubleshoot routine hardware, software, operating system, connectivity, authentication, and peripheral issues. Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint. Assist with Microsoft 365 sign-in, activation, email, calendar, file synchronization, and access issues. Support basic connectivity issues involving corporate networks, Wi-Fi, VPNs, and approved remote-access solutions. Document reported issues, troubleshooting steps, user communications, and resolutions in the ticketing system. Monitor assigned work queues and prioritize tickets based on business needs and migration priorities. Escalate issues to higher-level support teams when necessary. Keep users updated throughout the troubleshooting process and confirm they can resume work following resolution.
Compensation:
$17/hr to $19/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
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.