Services Technician- W2

Job Title: Onsite L2 Desktop Technician 

Location: Onsite 
Employment Type: Part-time, 3 days/week 
Reports To: Service Supervisor 

Summary 

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. 

Key Responsibilities 

• 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). 

Required 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 (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. 

Key Performance Indicators (KPIs) 

• First Contact Resolution / First Time Fix rate (for appropriate tickets). 

• Ticket hygiene: accurate categorization, work notes, and closure codes. 

• Customer satisfaction (CSAT) scores. 

• Device refresh throughput and zero-defect redeploys (policy compliance, encryption, updates). 

• 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 tools/utilities, basic network utilities (ipconfig, ping, tracert, nslookup). 

Working Conditions 

• Onsite role supporting local users, conference rooms, labs, and shared spaces. 

• Ability to lift up to ~40 lbs (monitors, printers, docking stations). 

Soft Skills 

• Ownership mindset with strong prioritization and follow-through. 

• Clear, empathetic communication with non-technical users. 

• Process-oriented with a continuous improvement mindset. 

• Team collaboration and comfort taking direction from remote engineers. 

Education 

• Associate’s degree in IT or related field, or equivalent hands-on experience.