Services Technician- W2

Insight•Atlanta, GA

12d•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 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.

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).