Services Technician

Insight • Pleasanton, CA

6d • 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 customer-facing role involves advanced Windows troubleshooting, ownership and prioritization of ServiceNow tickets, and coordination with remote escalation teams to resolve issues efficiently. The position is based onsite in Insight’s California office and is part time for 27 hours per week, Tuesday through Thursday. The stated pay rate is $35 per hour.

The technician supports Windows 10/11 devices, Microsoft 365 applications, VPN clients, BitLocker, endpoint security tools, printers and multifunction devices, and other end-user hardware. The role also performs laptop refreshes and redeployments, including imaging or provisioning, data migration, asset tagging, device wiping, and user handoff. Additional work includes walk-up and scheduled deskside support and following playbooks to collect information for remote network and infrastructure teams.

Insight describes itself as a Fortune 500 Solutions Integrator focused on cloud, data, AI, cybersecurity, and intelligent edge. It highlights opportunities to upskill, earn promotions, and develop a career, as well as its values of Hunger, Heart, and Harmony. Insight is an equal opportunity employer.

Requirements

• 3–5 years of enterprise deskside or Level 2 support experience.
• Strong expertise diagnosing and remediating Windows 10/11 issues in a domain environment, including AD-joined or Entra ID hybrid environments.
• 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/MFPs.
• Excellent customer service, communication, and documentation skills.

Nice To Haves

• Experience with Microsoft 365/Office 365 administration at the endpoint level.
• Exposure to endpoint detection and response or antivirus tools such as Defender for Endpoint or CrowdStrike.
• PowerShell scripting fundamentals 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 performance, login, profile, operating system, application, Group Policy, registry, and driver issues.
• Support Microsoft 365/Office 365 applications, VPN clients, BitLocker, and endpoint security tools.
• Own and manage assigned Incident, Request, and Interaction tickets in ServiceNow from intake through resolution.
• Triage and prioritize tickets, meet applicable service levels, and maintain clear work notes and user communications.
• Troubleshoot printers and multifunction devices, including paper jams, driver installation, print queues, and network mapping.
• Perform hardware triage and break/fix 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.
• Provide walk-up and scheduled deskside support.
• Follow playbooks to assist remote network and infrastructure teams by collecting serial numbers, asset tags, IP/MAC addresses, port and patch information, LED/link status, photos of port layouts, and cable-tracing details.

Benefits

• Freedom to work from another location, including an international destination, for up to 30 consecutive calendar days per year.
• Opportunities to upskill, earn promotions, and develop a career.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed