Onsite IT Services Technician- Herndon, VA

Insight; Herndon (VA); Hybrid; USD 48,000 - 70,000; Full time

Job summary

Insight is seeking an experienced Services Technician to join our on-site IT support team in Herndon, VA. You will handle end-user hardware, software, and peripherals, and provide timely updates in the ITSM system while delivering strong customer service.

You will diagnose, repair, and upgrade workstations, participate in root cause analysis, and help ensure readiness for office relocations. Strong communication and security awareness are required.

Qualifications

• Minimum 5 years in a corporate end-user support role.
• White Glove customer service with a high sense of urgency.
• Highly proficient in troubleshooting Windows 10/11 and M365 Office Suite.
• Advanced troubleshooting in Adobe and other Office apps.
• Experience with Local and Azure Active Directory and group policy.
• Certifications AZ-900 and AZ-104 preferred; ServiceNow experience is a plus.
• Experience supporting users remotely via Bomgar/BeyondTrust and MS Teams.
• Experience with MFA on mobile devices (iOS, Android).
• Knowledge of VPN, networking basics (Meraki), and file sharing.
• Strong written and verbal communication; information security awareness.

Responsibilities

• Work as part of IT infrastructure end-user support and engineering team.
• Provide technical support for end-user hardware, software, and peripherals.
• Respond to requests, install, diagnose, repair, maintain, and upgrade systems.
• Participate in root cause analysis and automated remediation opportunities.
• Oversee IT readiness for office relocations and new setups.
• Maintain office computer rooms, networking closets, and local servers.
• Identify and resolve problems, gather information, and maintain confidentiality.
• Ensure quality and accuracy in work; adapt to changing demands.
• Occasional travel to other regional offices; valid driver's license and vehicle.

Skills

Windows troubleshooting

Customer service

Communication skills

On-site support

M365 Office Suite

Education

AZ-900 and AZ-104 certifications

Tools

ServiceNow

Bomgar/BeyondTrust

Active Directory (Local & Azure)

Meraki

MS Teams

Job description

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VA, US, 11111

Requisition Number: 105664

Location/Schedule: Onsite Monday through Friday in Herndon, VA / 8:00am to 5:00pm

Insight at a Glance

• 14,000+ engaged teammates globally
• $9.2 billion in revenue
• Received 35+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

As a Services Technician you will:

• Basic knowledge of computer hardware, software, and peripherals.
• Perform assignments as directed.
• Provides timely and accurate updates to the clients ITSM ticketing system
• Excellent decision making and problem-solving skills required.
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
• Ability to work in an environment that may be occasionally stressful when assisting clients on site required.
• Superior customer service focus required.
• Microsoft Windows 7/10/11 Operating Systems
• Adobe applications

Essential Duties andFunctions:

• Work as part of the IT infrastructure end-user support and engineering team.
• Provide technical support for end-user hardware, software, mobile devices, and peripherals.
• Respond to requests and problems, including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal workstation performance.
• Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation.
• Oversee and ensure IT readiness for office relocations and new setups.
• Responsible for maintaining and upkeeping office computer rooms, networking closets, and local site servers.
• Identify and resolve problems promptly, gather and analyze information skillfully, and maintain confidentiality.
• Demonstrate accuracy and thoroughness and monitor own work to ensure quality.
• Adapt to changes in the work environment and manage competing demands.
• Valid driver’s license and a personal vehicle.
• Willing to work out of standard work hours; eligible for overtime with pre-approval.
• Might be required to travel occasionally to the other offices in the region
• Perform other duties as assigned.

Required Qualifications:

• Minimum experience of 5 years in a similar support role in a corporate environment.
• White Glove customer service skills and a high sense of urgency.
• Highly proficient in troubleshooting with Windows 10, Windows 11, and M365 Office Suite.
• Advanced-level troubleshooting experience in Adobe and other office productivity applications.
• Intermediate skills using and maintaining Local and Azure Active Directory structure and
• domains, including auditing and group policy
• Candidates with Microsoft AZ-900 and AZ-104 certifications are preferred.
• Experience with a ticketing system, ServiceNow preferred.
• Experience in supporting users remotely via remote-in tools (preferably Bomgar/BeyondTrust) and MS Teams while working on issues with remote users.
• Experience with troubleshooting and setting up MFA on mobile devices (iOS, Android).
• Experience in secure Client PC connectivity - ethernet, TCP/IP, VPN, and virtual servers.
• Experience in basic troubleshooting of networking with Meraki preferred.
• Knowledge of File server and File Sharing systems, and SFTP applications.
• Experience in troubleshooting VPN issues (preferably Windows VPN client).
• Intermediate skills on-site support for resolving networking issues.
• Outstanding written and verbal communication skills.
• Knowledge of Information Security, Network Security, Firewall Administration, System Administration

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight.

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Join us today, your ambITious journey starts here.

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.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process. At Insight, we celebrate diversity of skills and experience so even if you dont feel like your skills are a perfect match - we still want to hear from you!

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here .

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.