Services Technician

Insight; Pleasanton (CA); On-site; USD 40,000 - 57,000; Part time

Benefits offered by this job

Freedom to work from another location

Job summary

Insight Public Sector is seeking an Onsite Level 2 Desktop Technician to deliver hands-on Windows endpoint support and peripheral troubleshooting in an enterprise setting. You will manage the ServiceNow queue and coordinate with remote escalation teams to resolve incidents with ownership from intake to resolution.

The role requires 3–5 years of deskside or L2 experience, strong Windows expertise, and proficiency with ServiceNow, Intune, Active Directory, and networking basics.

Qualifications

• 3–5 years of enterprise deskside or L2 support experience.
• Strong expertise in Windows 10/11 diagnosis and remediation in a domain environment (AD‑joined or Entra ID hybrid).
• Demonstrated experience managing a ServiceNow queue (SLAs, prioritization, ticket hygiene, knowledge management).
• Proficiency with common enterprise tools: ServiceNow, Intune, Active Directory, Cisco Video Conferencing room equipment, Networking basics.

Responsibilities

• Windows Endpoint Support (L2) troubleshooting on Windows 10/11 devices and related peripherals.
• ServiceNow Ticket Queue Management: own and manage tickets end-to-end with clear notes and communications.
• Onsite Hardware & Peripheral Support: printers/MFPs, laptops, docks, monitors, keyboards, and other end-user equipment.
• Laptop Refreshes & Redeployments: imaging, data transfer, asset tagging, and user handoff; wippe/reimage/redeploy as needed.
• Ad-hoc & Field Tasks: walk-up and deskside support; assist remote network/infra teams.

Skills

Windows troubleshooting

End-user support

Documentation

Customer service

Communication

Education

Certifications: CompTIA A+, Network+, Microsoft MD-102/MD-100, ITIL Foundation

Tools

ServiceNow

Intune

Active Directory

Cisco Video Conferencing room equipment

Networking basics

Job description

Requisition Number: 106841

Services Technician

Location: This role is fully onsite in our CA office.

Shift: This is Part time 27 hours (Tuesday, Wednesday, Thursday)

Salary: $35hr

Insight at a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2024 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 organizations through complex digital decisions.

About the role

We are seeking an Onsite Level 2 Desktop Technician to deliver hands‑on support for Windows endpoints and related peripherals in an enterprise environment. The ideal candidate excels at advanced Windows troubleshooting, managing and prioritizing a ServiceNow ticket queue, and coordinating with remote escalation teams to resolve issues efficiently. This role is customer‑facing, fast‑paced, and requires strong ownership of incidents from intake to resolution.

Along the way, you will get to:

• Windows Endpoint Support (L2):
  • Troubleshoot and resolve issues on Windows 10/11 devices (performance, login, profiles, OS errors, application issues, GPO/registry, driver conflicts).
  • Support O365/M365 apps, VPN clients, BitLocker, and endpoint security tools.
• ServiceNow Ticket Queue Management:
  • Own and manage assigned Incident, Request, and Interaction tickets end‑to‑end.
  • Triage, prioritize, and update tickets with clear, concise work notes and user communications.
• Onsite Hardware & Peripheral Support:
  • Troubleshoot and support printers/MFPs (paper jams, driver installs, print queue issues, network mapping).
  • Perform hardware triage and break/fix for laptops, docks, monitors, keyboards, and other end‑user equipment.
• Laptop Refreshes & Redeployments:
  • Execute refresh cycles (imaging/provisioning), data transfer/migration, asset tagging in an Asset Management database, and user handoff.
  • Wipe, reimage, and redeploy returned devices; ensure device compliance and inventory accuracy.
• Ad‑hoc & Field Tasks:
  • Address walk‑up and scheduled deskside support needs.
  • Follow playbooks to assist remote network/infra teams (e.g., capture serial numbers, asset tags, IP/MAC addresses, port/patch info, LED/link status, photos of port layouts, cable tracing).

Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we’re looking for

• 3–5 years of enterprise deskside or L2 support experience.
• Strong expertise in Windows 10/11 diagnosis and remediation in a domain environment (AD‑joined or Entra ID hybrid).
• Demonstrated experience managing a ServiceNow queue (SLAs, prioritization, ticket hygiene, knowledge management).
• Proficiency with common enterprise tools:
  • ServiceNow
  • Intune
  • Active Directory
  • Cisco Video Conferencing room equipment
  • Networking basics (DHCP/DNS fundamentals, IP addressing, VLAN awareness, basic traceroute/ping/NSLookup).
• Hardware troubleshooting (laptops, docks, displays, printers/MFPs).
• Excellent customer service, communication, and documentation skills.

Preferred Qualifications

• Experience with M365/O365 administration at the endpoint level.
• Exposure to EDR/AV tools (Defender for Endpoint, CrowdStrike, etc.).
• Scripting fundamentals (PowerShell for basic automation or diagnostics).
• Certifications: CompTIA A+, Network+, Microsoft MD-102/MD-100, ITIL Foundation.

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. Some of our benefits include:

• Freedom to work from another location—even an international destination, for up to 30 consecutive calendar days per year.

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.

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.

At Insight, we celebrate diversity of skills and experience so even if you don’t 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.