Services Technician- W2

Requisition Number: 104239 \n\nJob Title: Onsite L2 Desktop Technician\n\nLocation: Onsite \nEmployment Type: Part-time, 3 days/week \nReports To: Service Supervisor\n\nSummary\n\nWe are seeking an Onsite Level 2 Desktop Technician to deliver hands-on support for Windows endpoints and related peripherals in an enterprise environment. The ideal candidate excels at advanced Windows troubleshooting, managing and prioritizing a ServiceNow ticket queue, and coordinating with remote escalation teams to resolve issues efficiently. This role is customer-facing, fast-paced, and requires strong ownership of incidents from intake to resolution.\n\nKey Responsibilities\n\n * Windows Endpoint Support (L2):\n\n\n\n\n * Troubleshoot and resolve issues on Windows 10/11 devices (performance, login, profiles, OS errors, application issues, GPO/registry, driver conflicts).\n\n\n\n\n * Support O365/M365 apps, VPN clients, BitLocker, and endpoint security tools.\n\n\n\n\n * ServiceNow Ticket Queue Management:\n\n\n\n\n * Own and manage assigned Incident, Request, and Interaction tickets end-to-end.\n\n\n\n\n * Triage, prioritize, and update tickets with clear, concise work notes and user communications.\n\n\n\n\n * Onsite Hardware \u0026 Peripheral Support:\n\n\n\n\n * Troubleshoot and support printers/MFPs (paper jams, driver installs, print queue issues, network mapping).\n\n\n\n\n * Perform hardware triage and break/fix for laptops, docks, monitors, keyboards, and other end-user equipment.\n\n\n\n\n * Laptop Refreshes \u0026 Redeployments:\n\n\n\n\n * Execute refresh cycles (imaging/provisioning), data transfer/migration, asset tagging in an Asset Management database, and user handoff.\n\n\n\n\n * Wipe, reimage, and redeploy returned devices; ensure device compliance and inventory accuracy.\n\n\n\n\n * Ad-hoc \u0026 Field Tasks:\n\n\n\n\n * Address walk-up and scheduled deskside support needs.\n\n\n\n\n * Follow playbooks to assist remote network/infra teams (e.g., capture serial numbers, asset tags, IP/MAC addresses, port/patch info, LED/link status, photos of port layouts, cable tracing).\n\n\n\n\nRequired Qualifications\n\n * 3\u20135 years of enterprise deskside or L2 support experience.\n\n\n\n\n * Strong expertise in Windows 10/11 diagnosis and remediation in a domain environment (AD-joined or Entra ID hybrid).\n\n\n\n\n * Demonstrated experience managing a ServiceNow queue (SLAs, prioritization, ticket hygiene, knowledge management).\n\n\n\n\n * Proficiency with common enterprise tools: \n\n\n\n\n * ServiceNow\n\n\n\n\n * Intune\n\n\n\n\n * Active Directory\n\n\n\n\n * Cisco Video Conferencing room equipment\n\n\n\n\n * Networking basics (DHCP/DNS fundamentals, IP addressing, VLAN awareness, basic traceroute/ping/NSLookup).\n\n\n\n\n * Hardware troubleshooting (laptops, docks, displays, printers/MFPs).\n\n\n\n\n * Excellent customer service, communication, and documentation skills.\n\n\n\n\nPreferred Qualifications\n\n * Experience with M365/O365 administration at the endpoint level.\n\n\n\n\n * Exposure to EDR/AV tools (Defender for Endpoint, CrowdStrike, etc.).\n\n\n\n\n * Scripting fundamentals (PowerShell for basic automation or diagnostics).\n\n\n\n\n * Certifications: CompTIA A+, Network+, Microsoft MD-102/MD-100, ITIL Foundation.\n\n\n\n\nKey Performance Indicators (KPIs)\n\n * First Contact Resolution / First Time Fix rate (for appropriate tickets).\n\n\n\n\n * Ticket hygiene: accurate categorization, work notes, and closure codes.\n\n\n\n\n * Customer satisfaction (CSAT) scores.\n\n\n\n\n * Device refresh throughput and zero-defect redeploys (policy compliance, encryption, updates).\n\n\n\n\n * Reduction in repeat incidents and contribution to Knowledge Articles.\n\n\n\n\nTools \u0026 Technologies\n\n * ServiceNow (ITSM), Microsoft Endpoint Manager (Intune), Active Directory/Entra ID, Windows 10/11, M365/O365, BitLocker, VPN clients, EDR/AV tools, print management tools/utilities, basic network utilities (ipconfig, ping, tracert, nslookup).\n\n\n\n\nWorking Conditions\n\n * Onsite role supporting local users, conference rooms, labs, and shared spaces.\n\n\n\n\n * Ability to lift up to ~40 lbs (monitors, printers, docking stations).\n\n\n\n\nSoft Skills\n\n * Ownership mindset with strong prioritization and follow-through.\n\n\n\n\n * Clear, empathetic communication with non-technical users.\n\n\n\n\n * Process-oriented with a continuous improvement mindset.\n\n\n\n\n * Team collaboration and comfort taking direction from remote engineers.\n\n\n\n\nEducation\n\n * Associate\u2019s degree in IT or related field, or equivalent hands-on experience.\n\n\n\n\nThe position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.\n\nInsight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.\n\nPosting Notes: Atlanta || Georgia (US-GA) || United States (US) || IT Infrastructure \u0026 Support || None || US - Atlanta, GA ||\n