Goosehead Insurance · 3 days ago
Tier II Support Technician
San Antonio
Full-time
Onsite
Entry, Mid Level
2+ years expGoosehead Insurance is an innovative insurance agency, and they are seeking a Tier II Support Technician to provide technical support and troubleshooting for their IT systems. The role involves resolving escalated incidents, managing tickets, and supporting endpoint management tools while ensuring timely updates and documentation.
Auto InsuranceInsuranceProperty Insurance
Responsibilities
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
Qualification
Required
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
Company
Goosehead Insurance
Goosehead Insurance is a growing personal lines insurance agencies in the country.
0-1 employees
H1B Sponsorship
Goosehead Insurance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (5)
2023 (5)
2021 (3)
Funding
Current Stage
Public CompanyTotal Funding
$300M2025-01-09Post Ipo Debt· $300M
2018-04-26IPO
Leadership Team
David Lakamp
Chief Service Officer
Ryan Frain
Agency Partner/Broker
Recent News
2025-11-05
MarketScreener
2025-10-24
Company data provided by crunchbase