Service Desk Engineer

Job Summary

Insight Global is seeking a Senior Service Desk Engineer to join a lean, high‑impact IT team. This is a contract-to-hire opportunity supporting two office locations, deploying and imaging laptops, building out MDM environments, resolving Tier 1–3 tickets, and driving customer service improvements. You’ll work independently within a collaborative 6‑person team and partner closely with leadership to elevate IT operations.

Key Responsibilities

• Laptop Deployment & Imaging:Deploy laptops, build/maintain “golden images” (PLUS OS Deployer preferred).
• Mobile Device Management (MDM):Implement, configure, and manage Intune, JAMF, or comparable platforms.
• Set up new Intune environments (not just maintain).
• Service Desk Operations:Handle Tier 1–3 support (avg. 6–8 tickets/day; fast resolution expected).
• Troubleshoot PC hardware/software issues.
• Support users onsite in Arlington + remote users (TeamViewer, cross-team).
• Manage O365 admin, licensing, MFA, and phishing response.
• Customer Service & Collaboration:Partner with Jason on Customer Service Request (CSR) process improvements.
• Operate independently as an individual contributor.
• Continuous Improvement:Identify and recommend improvements to service desk + MDM processes.

Required Skills

• 5+ years in senior helpdesk/service desk roles
• Strong PC hardware/software troubleshooting
• Hands‑on MDM setup & management (Intune, JAMF, etc.)
• OS imaging & deployment (PLUS OS Deployer or similar)
• Office 365 admin + license management
• MFA management + phishing incident response
• Ability to handle Tier 1–3 support
• Self‑driven, proactive, quick learner
• Ability to work onsite in Arlington 5 days/week (contract phase)

Nice to Have

• Experience supporting sys admins by handling increased ticket volume
• Interest in career growth toward advanced tech stack or leadership