Part-Time Services Technician- W2

Onsite Level 2 Desktop Technician providing hands-on, enterprise-level support for Windows endpoints, hardware, and peripherals. Responsible for advanced Windows troubleshooting, ServiceNow ticket ownership, and coordination with remote escalation teams. This role requires strong technical ownership, customer-facing communication, and end-to-end incident resolution in a fast-paced environment., Level 2 Windows Endpoint Support

• Troubleshoot Windows 10/11 issues: performance, login failures, user profiles, OS errors, application failures, GPO/registry, and driver conflicts
• Support Microsoft 365/O365, VPN clients, BitLocker, and endpoint security tools

ServiceNow Ticket Management

• Own Incident, Request, and Interaction tickets end-to-end
• Prioritize workload based on SLAs and business impact
• Maintain accurate documentation, clear work notes, and proactive user communication

Onsite Hardware & Peripheral Support

• Printer and MFP troubleshooting (drivers, queues, jams, network mapping)
• Hardware break/fix for laptops, docks, monitors, keyboards, and peripherals

Laptop Refresh & Deployment

• Execute imaging/provisioning, data migration, asset tagging, and user handoff
• Wipe, reimage, and redeploy devices ensuring compliance, encryption, and inventory accuracy

Ad-Hoc & Field Support

• Provide walk-up and scheduled deskside support
• Assist remote teams by collecting asset details, IP/MAC data, port info, cable tracing, and photos per documented playbooks

• 3-5 years of enterprise deskside or Level 2 desktop support experience
• Advanced Windows 10/11 troubleshooting in a domain or hybrid environment (Active Directory / Entra ID)
• Hands-on ServiceNow ticket queue management (SLAs, prioritization, ticket hygiene)

• Experience with enterprise tools including: *

• ServiceNow
• Microsoft Intune / Endpoint Manager
• Active Directory
• Cisco video conferencing / conference room technology
• Solid networking fundamentals (DHCP, DNS, IP addressing, VLAN awareness)
• Strong hardware troubleshooting skills (endpoints, docks, displays, printers)
• Excellent customer service, communication, and documentation skills

Key Performance Indicators (KPIs)

• First Contact Resolution / First-Time Fix rate
• Ticket quality and hygiene
• Customer Satisfaction (CSAT) scores
• Device refresh throughput with zero-defect redeployments
• Reduction in repeat incidents and contribution to Knowledge Articles

Tools & Technologies

ServiceNow (ITSM), Microsoft Endpoint Manager (Intune), Active Directory / Entra ID, Windows 10/11, M365/O365, BitLocker, VPN clients, EDR/AV tools, print management utilities, and network tools (ipconfig, ping, tracert, nslookup)

Working Conditions

• Fully onsite support for end users, conference rooms, labs, and shared spaces
• Ability to lift up to 40 lbs (monitors, printers, docking stations, endpoint equipment)

Soft Skills

• Strong ownership and accountability
• Clear, empathetic communication with non-technical users
• Process-driven with a continuous improvement mindset
• Collaborative team player comfortable working with remote engineers