Tier II Support Technician

About Goosehead

Since 2003, Goosehead Insurance has been disrupting the insurance industry by giving clients the power of choice, utilizing a smarter marketing approach, and delivering world-class service. This is all powered by our focus on hiring and retaining extraordinary people. Our clients trust us with their most valuable possessions, so we’re more than just a bit selective when it comes to hiring new team members.

The Tier II Technical Support Technician provides advanced technical support for escalated issues from Tier I support. This role is responsible for diagnosing and resolving hardware, software, and network problems, supporting end-user devices, and ensuring efficient IT operations. Strong troubleshooting skills and knowledge of the OSI model, Windows environments, and networking fundamentals are essential.

• Respond to and resolve escalated IT service desk tickets in a timely manner.
• Troubleshoot and support end-user issues across Windows, macOS, and mobile platforms.
• Analyze and resolve network connectivity issues (Layer 1–3 of OSI model).
• Manage user accounts, permissions, and group policies (Active Directory, Azure AD).
• Support applications including Microsoft 365, Teams, VPN, and business-specific software.
• Configure and support hardware (desktops, laptops, printers, VoIP phones).
• Perform system imaging, device provisioning, and software installations.
• Document solutions, create knowledge base articles, and identify recurring issues.
• Escalate unresolved issues to Tier III or vendors as needed.
• Assist with infrastructure tasks such as patching, compliance policies, and asset management.

• 2–4 years of experience in IT support or help desk environment.
• Strong understanding of the OSI model and basic networking concepts.
• Familiarity with Microsoft 365, Windows 10/11, Intune, and remote support tools.
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, and VPN.
• Experience with ITSM ticketing systems (e.g., Service Now, Zendesk).
• CompTIA A+ / Network+ or equivalent experience preferred.
• Excellent problem-solving, communication, and customer service skills.

• Power Shell scripting or basic automation experience.
• Exposure to MDM platforms (Intune, Jamf, etc.).
• Basic familiarity with firewalls, VLANs, or enterprise Wi‑Fi systems (e.g., Meraki).
• Certifications such as CompTIA Security+, Microsoft MD‑102, or CCNA are a plus.

• High‑quality voluntary health, vision, disability, life, and dental insurance programs
• 401K Matching Plan
• Employee Stock Purchase Plan
• Paid holidays, vacation, and sick leave
• Corporate‑sponsored programs to enhance employee physical, financial, mental, and emotional wellness
• Financial Solution Program

Goosehead is an equal‑opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations. Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law.

All applicants for employment and all Goosehead employees are given equal consideration based solely on job‑related factors, such as qualifications, experience, performance, and availability.

To learn more about our job opportunities, apply here. We look forward to speaking with you!