Services Technician

We 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.

Along the way, you will get to:

• Windows Endpoint Support (L2):
• Troubleshoot and resolve issues on Windows 10/11 devices (performance, login, profiles, OS errors, application issues, GPO/registry, driver conflicts).

• Support O365/M365 apps, VPN clients, BitLocker, and endpoint security tools.

• ServiceNow Ticket Queue Management:
• Own and manage assigned Incident, Request, and Interaction tickets end-to-end.

• Triage, prioritize, and update tickets with clear, concise work notes and user communications.

• Onsite Hardware & Peripheral Support:
• Troubleshoot and support printers/MFPs (paper jams, driver installs, print queue issues, network mapping).

• Perform hardware triage and break/fix for laptops, docks, monitors, keyboards, and other end-user equipment.

• Laptop Refreshes & Redeployments:
• Execute refresh cycles (imaging/provisioning), data transfer/migration, asset tagging in an Asset Management database, and user handoff.

• Wipe, reimage, and redeploy returned devices; ensure device compliance and inventory accuracy.

• Ad-hoc & Field Tasks:
• Address walk-up and scheduled deskside support needs.
• 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).

Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

• 3-5 years of enterprise deskside or L2 support experience.
• Strong expertise in Windows 10/11 diagnosis and remediation in a domain environment (AD-joined or Entra ID hybrid).
• Demonstrated experience managing a ServiceNow queue (SLAs, prioritization, ticket hygiene, knowledge management).
• Proficiency with common enterprise tools:
• ServiceNow
• Intune
• Active Directory
• Cisco Video Conferencing room equipment
• Networking basics (DHCP/DNS fundamentals, IP addressing, VLAN awareness, basic traceroute/ping/NSLookup).
• Hardware troubleshooting (laptops, docks, displays, printers/MFPs).
• Excellent customer service, communication, and documentation skills.

Preferred Qualifications

• Experience with M365/O365 administration at the endpoint level.

• Exposure to EDR/AV tools (Defender for Endpoint, CrowdStrike, etc.).

• Scripting fundamentals (PowerShell for basic automation or diagnostics).

• Certifications: CompTIA A+, Network+, Microsoft MD-102/MD-100, ITIL Foundation.

Insightat a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2024 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions., At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!