Part-Time Services Technician- W2

Requisition Number: 104239

Part-Time Onsite Level 2 Desktop Technician- Atlanta, GA

Location: Atlanta, GA (Fully Onsite)

Employment Type: W2 Contract - 6 months (opportunity to extension)

Schedule: Part-Time | Tuesday-Thursday (3 days/week)

Position Summary

Onsite Level 2 Desktop Technician providing hands-on, enterprise-level support for Windows endpoints, hardware, and peripherals. Responsible for advanced Windows troubleshooting, ServiceNow ticket ownership, and coordination with remote escalation teams. This role requires strong technical ownership, customer-facing communication, and end-to-end incident resolution in a fast-paced environment.

Key Responsibilities

Level 2 Windows Endpoint Support

• Troubleshoot Windows 10/11 issues: performance, login failures, user profiles, OS errors, application failures, GPO/registry, and driver conflicts
• Support Microsoft 365/O365, VPN clients, BitLocker, and endpoint security tools

ServiceNow Ticket Management

• Own Incident, Request, and Interaction tickets end-to-end
• Prioritize workload based on SLAs and business impact
• Maintain accurate documentation, clear work notes, and proactive user communication

Onsite Hardware & Peripheral Support

• Printer and MFP troubleshooting (drivers, queues, jams, network mapping)
• Hardware break/fix for laptops, docks, monitors, keyboards, and peripherals

Laptop Refresh & Deployment

• Execute imaging/provisioning, data migration, asset tagging, and user handoff
• Wipe, reimage, and redeploy devices ensuring compliance, encryption, and inventory accuracy

Ad-Hoc & Field Support

• Provide walk-up and scheduled deskside support
• Assist remote teams by collecting asset details, IP/MAC data, port info, cable tracing, and photos per documented playbooks

Required Qualifications

• 3-5 years of enterprise deskside or Level 2 desktop support experience
• Advanced Windows 10/11 troubleshooting in a domain or hybrid environment (Active Directory / Entra ID)
• Hands-on ServiceNow ticket queue management (SLAs, prioritization, ticket hygiene)
• Experience with enterprise tools including:
• ServiceNow
• Microsoft Intune / Endpoint Manager
• Active Directory
• Cisco video conferencing / conference room technology
• Solid networking fundamentals (DHCP, DNS, IP addressing, VLAN awareness)
• Strong hardware troubleshooting skills (endpoints, docks, displays, printers)
• Excellent customer service, communication, and documentation skills

Key Performance Indicators (KPIs)

• First Contact Resolution / First-Time Fix rate
• Ticket quality and hygiene
• Customer Satisfaction (CSAT) scores
• Device refresh throughput with zero-defect redeployments
• Reduction in repeat incidents and contribution to Knowledge Articles

Tools & Technologies

ServiceNow (ITSM), Microsoft Endpoint Manager (Intune), Active Directory / Entra ID, Windows 10/11, M365/O365, BitLocker, VPN clients, EDR/AV tools, print management utilities, and network tools (ipconfig, ping, tracert, nslookup)

Working Conditions

• Fully onsite support for end users, conference rooms, labs, and shared spaces
• Ability to lift up to 40 lbs (monitors, printers, docking stations, endpoint equipment)

Soft Skills

• Strong ownership and accountability
• Clear, empathetic communication with non-technical users
• Process-driven with a continuous improvement mindset
• Collaborative team player comfortable working with remote engineers

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.

Posting Notes:Atlanta||Georgia (US-GA)||United States (US)||IT Infrastructure & Support|| None||US - Atlanta, GA||