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Posted 02 August, 2026

IT Helpdesk Technician

Insight Global
Santa Clara, CA, US Full Time

Job Description

Job Description

Required Skills & Experience

  • 1–3 years of experience in a Help Desk, Service Desk, Desktop Support, or Technical Support role.
  • Experience supporting enterprise mobile devices in an MDM environment.
  • Knowledge of Microsoft 365, Windows 10/11, and macOS.
  • Experience troubleshooting VPN and remote access connectivity issues.
  • Familiarity with Active Directory, Azure AD, and identity/access management.
  • Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or ConnectWise.
  • Strong customer service and communication skills.
  • Ability to prioritize multiple support requests in a fast-paced environment


Preferred Qualifications

  • Experience with Microsoft Intune, Workspace ONE, MobileIron, or JAMF.
  • CompTIA A+, Network+, or Microsoft certifications.
  • Experience supporting hybrid and remote workforce environments.
  • Basic PowerShell scripting experience.
  • Knowledge of Microsoft Entra ID, MFA, and endpoint security best practices.


Job Description

We are seeking a Tier 1 Help Desk Technician to provide frontline technical support for end users across desktop, mobile, and remote access environments. This individual will serve as the first point of contact for IT-related issues, with a strong focus on Mobile Device Management (MDM), remote connectivity support, user provisioning, and troubleshooting. The ideal candidate is customer-focused, technically proficient, and experienced supporting enterprise mobile devices and remote workforce technologies. Based on similar Tier-1 support and endpoint management requirements found in internal helpdesk and IT support documentation, experience with Intune, Workspace ONE, device provisioning, identity/access management, and ticketing systems is highly valued.


Responsibilities

  • Provide Tier 1 technical support via phone, email, chat, and ticketing systems.
  • Troubleshoot and resolve issues related to laptops, desktops, mobile devices, and peripheral hardware.
  • Support Mobile Device Management (MDM) platforms such as Microsoft Intune, Workspace ONE, MobileIron, or VMware Workspace ONE.
  • Enroll, configure, deploy, and troubleshoot iOS and Android devices.
  • Assist users with remote access technologies including VPN, Remote Desktop, Citrix, and Microsoft Azure Virtual Desktop.
  • Create, modify, and disable user accounts within Active Directory, Azure AD, and Microsoft 365.
  • Troubleshoot MFA, password resets, account lockouts, and access-related issues.
  • Provision and deploy new hardware and mobile devices for employees.
  • Document incidents, service requests, and resolutions within ServiceNow, Jira, or similar ticketing platforms.
  • Escalate complex issues to Tier 2 or infrastructure teams while maintaining ownership of the ticket through resolution.
  • Maintain asset inventories and device lifecycle records.
  • Create and update knowledge base articles and support documentation.