Senior Service Desk Officer

Insight Global; Arlington (VA); On-site; USD 52,348 - 59,236; Full time

Job summary

A technology consulting firm is seeking a Senior Service Desk Engineer in Arlington, VA. This full-time position involves deploying and imaging laptops, supporting users on-site and remotely, and managing MDM solutions. Candidates should have 3–5 years of service desk experience and strong troubleshooting skills. The role includes handling support tickets and identifying process improvements. The position initially requires onsite work, with hybrid flexibility post-contract. Competitive pay in the range of $38.00 to $43.00 per hour is offered.

Qualifications

• 3–5 years of senior helpdesk/service desk experience.
• Strong PC troubleshooting skills in hardware & software.
• Experience managing MDM solutions and OS deployment.
• Ability to work onsite in Arlington, VA, 5 days/week.

Responsibilities

• Set up and deploy laptops including creating golden images.
• Handle Tier 1–3 support tickets for users in Arlington and remote.
• Implement and manage MDM solutions effectively.
• Identify improvements for service desk and MDM processes.

Skills

PC troubleshooting

MDM experience

Service Desk operations

OS deployment and imaging

Office 365 administration

Proactive problem solver

Team collaboration

Tools

Intune

JAMF

PLUS OS Deployer

TeamViewer

Job description

Base pay range

$38.00/hr - $43.00/hr

Overview

This is a short-term to long-term opportunity for a Senior Service Desk Engineer to join a lean IT team in Arlington, VA. The immediate need is to deploy and image laptops, support users across two locations, and drive improvements in customer service and mobile device management (MDM). The role is onsite during the contract period, with potential for hybrid flexibility upon conversion.

Key Responsibilities

• Laptop Deployment & Imaging:
• Set up and deploy laptops, create and maintain “golden images” using OS deployment tools (PLUS OS Deployer preferred).
• Implement, configure, and maintain MDM solutions (Intune, JAMF, or similar).
• Set up and manage Intune environments, not just maintain existing setups.
• Service Desk Operations:
• Handle Tier 1–3 support tickets (6–8 per day, typically resolved in 15 minutes or less).
• Troubleshoot PC hardware and software issues.
• Support users in both Arlington and remote locations (cross-team and TeamViewer support).
• Manage Office 365, license permissioning, and MFA.
• Address phishing email incidents and keep devices up to date.
• Partner with Jason to improve customer service processes (CSR) across the organization.
• Work independently as an individual contributor within a 6-person team.
• Identify and propose process improvements for service desk and MDM operations.

Must-Have Qualifications

• 3–5 years of senior helpdesk/service desk experience.
• Strong PC troubleshooting skills (hardware & software).
• Proven experience with MDM (Intune, JAMF, or similar)—including setup and ongoing management.
• Experience with OS deployment and imaging (PLUS OS Deployer or equivalent).
• Office 365 administration and license management.
• Familiarity with MFA and phishing email response.
• Self-motivated, fast learner, and proactive problem solver.
• Able to work onsite in Arlington, VA, 5 days/week during contract period.
• No on-call required during contract (only 2 calls/year expected).

Preferred Qualifications

• A+ Certification, MCP, or Endpoint Manager certification.
• Experience with Windows-heavy environments.
• Experience with JAMF or other MDM platforms.
• Experience with endpoint management tools.
• Team of 6, individual contributor (no mentoring/training responsibilities).
• 6–8 tickets/day; expected to take on a larger share to support sys admins.
• Contract period: 8-hour days (7:30–4:30 or 8–5, with 1-hour lunch).
• After conversion: Hybrid schedule (3 days onsite/2 remote), flexible hours.
• Monthly onsite team meeting after conversion.
• Career growth opportunities available; potential to advance in tech stack and leadership.

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

Referrals increase your chances of interviewing at Insight Global by 2x