> Markdown version of [/jobs/ext/1773241-service-desk-technician-ii-germantown](https://www.wearedevelopers.com/jobs/ext/1773241-service-desk-technician-ii-germantown). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Technician II - Germantown

- **Company:** Insight Global
- **Location:** Germantown, MD, United States
- **Experience:** Experienced
- **Salary:** $47,840.0 - $60,320.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Software Applications, Desktop Computing, Issue Tracking Systems, Virtual Private Networks (VPN), Remote Access Technology, Software Licensing, Office365, Peripherals, Laptops
- **Published:** July 15, 2026
- **Apply:** https://jobs.insightglobal.com/jobs/find_a_job/maryland/germantown/service-desk-technician-ii-germantown/job-551569/

## About the Role

2-4 years of technical support, help desk, or desktop support experience.
Experience supporting password resets, user permissions/access requests, Active Directory account management, and troubleshooting login-related issues.
Hands-on experience supporting VPN connectivity, remote access tools, software licensing, and general end-user support requests.
Ability to manage a high-volume ticket queue, resolving approximately 20-25 tickets per day while meeting SLA expectations.

Nice to Have Skills & Experience

Experience supporting ERP systems or manufacturing environments.
Knowledge of VPN, remote access solutions, and software licensing.
Experience with device imaging, deployment, and asset management.
Familiarity with AV, robotics, UGV, or other technical hardware platforms.
CompTIA A+, Network+, or similar technical certifications.
Experience contributing to process improvements and knowledge base development.

## Description

We are seeking a Customer Service Technician to provide frontline and advanced technical support to internal users in a fast-paced environment. This individual will troubleshoot hardware, software, access, and connectivity issues while delivering excellent customer service and ensuring timely resolution of support requests. The role will manage tickets through the full support lifecycle, document solutions, and collaborate with cross-functional teams to maintain operational efficiency. The ideal candidate is customer-focused, technically skilled, and comfortable supporting high-volume service requests.

Day-to-Day Responsibilities
Provide technical support for hardware, software, account access, VPN, and connectivity issues via phone, email, and in-person support.
Manage and resolve support tickets while meeting established SLA expectations.
Troubleshoot Windows operating systems, Microsoft 365 applications, Active Directory, and end-user devices.
Install, configure, image, and deploy desktops, laptops, peripherals, and software applications.
Document incidents, resolutions, and troubleshooting steps within the ticketing system.
Escalate complex issues to higher-level support teams when necessary.
Contribute to knowledge base documentation and identify opportunities for process improvement.
Support asset management, device tracking, and inventory activities.


## Related Videos

- [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app)
- [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable)
- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org)
- [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies)
- [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky)

## Related Articles

- [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [Finding Jobs in Germany](https://www.wearedevelopers.com/magazine/375-finding-jobs-in-germany)
- [Jobs in Germany for Americans](https://www.wearedevelopers.com/magazine/423-jobs-in-germany-for-americans)
- [Where to Find German Tech Jobs](https://www.wearedevelopers.com/magazine/366-where-to-find-german-tech-jobs)
- [How to Find Tech Jobs in Berlin](https://www.wearedevelopers.com/magazine/291-how-to-find-tech-jobs-in-berlin)