Senior Service Desk Engineer
4 days ago
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 u 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:
o Set up and deploy laptops, create and maintain "golden images" using OS deployment tools (PLUS OS Deployer preferred).
• Mobile Device Management (MDM):
o Implement, configure, and maintain MDM solutions (Intune, JAMF, or similar).
o Set up and manage Intune environments, not just maintain existing setups.
• Service Desk Operations:
o Handle Tier 1-3 support tickets (6-8 per day, typically resolved in 15 minutes or less).
o Troubleshoot PC hardware and software issues.
o Support u in both Arlington and remote locations (cross-team and TeamViewer support).
o Manage Office 365, license permissioning, and MFA.
o Address phishing email incidents and keep devices up to date.
• Customer Service & Collaboration:
o Partner with Jason to improve customer service processes (CSR) across the organization.
o Work independently as an individual contributor within a 6-person team.
• Continuous Improvement:
o Identify and propose process improvements for service desk and MDM operations.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 2-5 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.
• Comfortable handling Tier 1-3 tickets.
• 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).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
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