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IT Support Agent II

Insight Global • Virginia, Virginia • 15h ago

Job Description

IT Support & Troubleshooting

Deliver Tier 2 deskside and remote support for hardware, software, and peripherals

Support classroom technology, including projectors, smartboards, and AV systems

Perform desktop deployment, imaging, and printer networking

Provide Wi-Fi configuration and troubleshooting for classrooms and office spaces

Maintain a professional, user-friendly approach when assisting faculty, staff, and students

Ticketing System Management

Log, prioritize, and resolve tickets in IT ticketing systems (ServiceNow, Jira, Zendesk)

Monitor and follow up on open tickets to meet SLA requirements

Document solutions and update the knowledge base

Generate and analyze reports to identify trends and improve service delivery

Asset & Device Management

Maintain accurate inventory of laptops, desktops, monitors, peripherals, and student devices

Manage asset lifecycle: procurement, deployment, support, and decommissioning

Implement and administer MDM platforms (FileWave, NinjaOne, Intune)

Conduct audits and provide regular updates to IT leadership

Classroom & Campus Support

Provide onsite support for teacher and student technology needs

Support Office 365 applications for instruction, collaboration, and administration

Assist faculty in integrating technology into classroom environments

Ensure reliable printer and projector support across campus and office spaces

Cross-Site & Project Support

Travel to other campuses or office locations for special projects or onsite needs

Collaborate with local teams to maintain consistent IT standards

Process Improvement & Collaboration

Identify opportunities to streamline IT workflows and asset tracking

Recommend tools and practices aligned with organizational and educational needs

Stay current with emerging technologies relevant to K-12 environments

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/.

Skills and Requirements

Education

Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)

Experience

3+ years in IT support, including deskside and remote troubleshooting

Experience supporting technology in educational settings (preferred)

Hands-on experience with MDM platforms (FileWave, NinjaOne, Intune)

Background in desktop imaging, printer networking, and asset management

Familiarity with classroom technology and Wi-Fi configuration

Technical Skills

Proficiency with Windows, macOS and iOS environments

Strong knowledge of Office 365 and Asure

Ability to support AV, projector, and classroom device

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