Posted:
1/29/2026, 4:00:00 PM
Location(s):
San Antonio, Texas, United States ⋅ Westlake, Texas, United States ⋅ Texas, United States
Experience Level(s):
Junior ⋅ Mid Level
Field(s):
IT & Security
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
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
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
Website: https://www.goosehead.com/
Headquarter Location: Grapevine, Texas, United States
Employee Count: 1001-5000
Year Founded: 2003
IPO Status: Private
Industries: Auto Insurance ⋅ Commercial Insurance ⋅ Insurance