Tier II Support Technician
About The Position
Technical Support & Troubleshooting Resolve escalated incidents from Tier I involving: Windows and macOS operating systems Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Active Directory / Entra ID user and group management Endpoint issues (hardware, peripherals, docking stations) Diagnose and resolve issues related to: Network connectivity (DNS, Wi-Fi) Application failures and system errors Authentication and access problems Incident & Case Management Own assigned tickets through resolution, including follow-up and documentation Prioritize cases based on impact, urgency, and SLA requirements Escalate appropriately to management, infrastructure, or vendors with complete troubleshooting details Ensure accurate and timely ticket updates Systems & Tools Support and administer endpoint management tools (e.g., Intune, SCCM, JAMF) Utilize ticketing systems (ServiceNow, Jira, Zendesk, etc.) Maintain and contribute to the knowledge base and SOP documentation Support onboarding and offboarding processes in coordination with HR and IT Security Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it. If you think you have what it takes to grow with our company, we would love to meet you. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!
Requirements
- 2–4 years of experience in IT support or helpdesk roles
- Demonstrated Tier I experience with escalation handling
- Strong troubleshooting and problem-solving skills
- Experience supporting Microsoft Windows & Mac environments
- Familiarity with Microsoft 365 and directory services
- Ability to manage multiple priorities in a fast-paced environment
Responsibilities
- Resolve escalated incidents from Tier I involving Windows and macOS operating systems
- Resolve escalated incidents from Tier I involving Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Resolve escalated incidents from Tier I involving Active Directory / Entra ID user and group management
- Resolve escalated incidents from Tier I involving Endpoint issues (hardware, peripherals, docking stations)
- Diagnose and resolve issues related to Network connectivity (DNS, Wi-Fi)
- Diagnose and resolve issues related to Application failures and system errors
- Diagnose and resolve issues related to Authentication and access problems
- Own assigned tickets through resolution, including follow-up and documentation
- Prioritize cases based on impact, urgency, and SLA requirements
- Escalate appropriately to management, infrastructure, or vendors with complete troubleshooting details
- Ensure accurate and timely ticket updates
- Support and administer endpoint management tools (e.g., Intune, SCCM, JAMF)
- Utilize ticketing systems (ServiceNow, Jira, Zendesk, etc.)
- Maintain and contribute to the knowledge base and SOP documentation
- Support onboarding and offboarding processes in coordination with HR and IT Security
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
