Onsite Desktop Technician II - Bentonville, AR-  12-month W2 contract

Insight • Bentonville, AR

12d • $28 • Onsite

About The Position

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 queues, 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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).

Benefits

• Insight 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.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees