Services Technician

Insight Enterprises, Inc.•Dublin, CA

7d•Onsite

About The Position

Insight is seeking an onsite Level 2 Desktop Technician to provide hands-on support for Windows endpoints and related peripherals in an enterprise environment. The position is customer-facing and fast-paced, with responsibility for advanced Windows troubleshooting, managing and prioritizing a ServiceNow ticket queue, and coordinating with remote escalation teams. The technician is expected to take ownership of incidents from intake through resolution. The role includes supporting Windows 10/11 devices and enterprise applications, managing incident and request tickets, troubleshooting end-user hardware and printers, and carrying out laptop refreshes, redeployments, and related asset-management tasks. It also involves walk-up and scheduled deskside support and completing field tasks for remote network and infrastructure teams. The position is fully onsite in California and scheduled for 27 hours per week, Tuesday through Thursday.

Requirements

3–5 years of enterprise deskside or Level 2 support experience.
Strong expertise diagnosing and remediating Windows 10/11 issues in an Active Directory-joined or Entra ID hybrid domain environment.
Demonstrated experience managing a ServiceNow queue, including SLAs, prioritization, ticket hygiene, and knowledge management.
Proficiency with ServiceNow, Intune, Active Directory, and Cisco video-conferencing room equipment.
Networking fundamentals, including DHCP/DNS, IP addressing, VLAN awareness, and basic traceroute, ping, and NSLookup.
Hardware troubleshooting experience with laptops, docks, displays, and printers or multifunction printers.
Excellent customer service, communication, and documentation skills.

Nice To Haves

Experience with M365/O365 administration at the endpoint level.
Exposure to endpoint detection and response or antivirus tools such as Defender for Endpoint or CrowdStrike.
Scripting fundamentals, such as PowerShell for basic automation or diagnostics.
Certifications such as CompTIA A+, Network+, Microsoft MD-102/MD-100, or ITIL Foundation.

Responsibilities

Troubleshoot and resolve Windows 10/11 endpoint issues involving performance, logins, profiles, operating-system errors, applications, Group Policy, registry, and driver conflicts.
Support O365/M365 applications, VPN clients, BitLocker, and endpoint security tools.
Own assigned Incident, Request, and Interaction tickets from intake through resolution in ServiceNow.
Triage and prioritize tickets, maintain clear work notes, and communicate updates to users.
Troubleshoot printers and multifunction printers, including paper jams, driver installation, print queues, and network mapping.
Perform hardware triage and break/fix support for laptops, docks, monitors, keyboards, and other end-user equipment.
Execute laptop refresh cycles, including imaging or provisioning, data transfer or migration, asset tagging, and user handoff.
Wipe, reimage, and redeploy returned devices while ensuring compliance and accurate inventory records.
Provide walk-up and scheduled deskside support.
Follow playbooks to assist remote network and infrastructure teams by capturing asset and device details, network information, port and patch information, equipment status, photos, and cable-tracing results.