Part-Time Services Technician- W2

Insight•Atlanta, GA

2d•Onsite

About The Position

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.

Requirements

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

Responsibilities

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