Associate Service Technician Co-Op

Associate Service Technician Co-Op

Compensation: $22.00 Hourly

Duration: 15 weeks (May 12 - August 22)

Location: You will have the flexibility to work fully remote from anywhere across the United States.

**To be eligible for our Co-Op program, you must be currently enrolled in a 4-year Bachelor's degree. Ideal candidate is a Junior graduating in Spring 2026 or a Senior graduating in Fall 2025.**

The Associate Service Technician role will be responsible for break/fix support of client's devices under
management. You will be working with a team of IT professionals in delivering 24x7 IT support services to
clients across different industries. The Service technician associate will utilize knowledge, skills and
abilities to resolve client's issues with respect to agreed SLA, participates in improvement of our current
processes and utilize our array of tools and systems.

What you'll do at Insight
* Perform triage and analyze Incidents and Requests.
* Perform remote trouble shooting and drive resolution based on technical aptitude, knowledge
base articles, desk procedures, and expertise within agreed upon SLAs. Escalate incidents as
needed to push it to resolution.
* Escalates issues to higher tier of support as required. Collaborate with senior teammates to
determine the effective course of action.
* Manage escalations to third party vendors as needed (circuit providers, device manufacturers,
and others).
* Respond to phone calls, chats or self-service customer touchpoints and assist clients for any issues
that occurred (network, vpn, firewall, wireless, etc.).
* Other duties as may be assigned from time to time.
* Reports directly to Services Supervisor.

What you'll need to join Insight
General Requirements:
* Bachelor's degree Focusing on IT, Computer Engineering and other related studies, from fouryear College or University
* At least 1-2 years of related work experience in a Network Operations Center (NOC) or
equivalent environment supporting IT infrastructure which includes administration, support and
implementation of enterprise network devices such as routers, switches, firewalls, load
balancers, wireless access points, etc and/or 3 years working in a service desk environment
supporting similar architectures. Remote troubleshooting experience, required.

Non-Technical Requirements:
* Able to thrive in an environment characterized by rapidly changing requirements and an
ongoing focus on meeting operational objectives
* Strong written and verbal English communications skills
* Present a friendly and empathetic demeanor on phone or other voice/video collaboration tools
* Able to successfully manage multiple priorities
* Proven ability to communicate effectively across all levels of the organization
* Strong commitment to company values and operating principles
* Enthusiastic about networking with a keen willingness to share knowledge and help peers
* Robust appreciation of the impact and risk of changes in a business-critical environment
* Ability to prioritize and multitask in a pressured environment
* A proactive approach to Service Management, focus on preventative to reactive support.
* Must have a client first mentality

Technical Requirements:
* Solid knowledge and experience in Networking (IP connectivity, routers, switches, access points,
firewalls, and VPN appliances)
* Other technical skills and experience in one or more of the following technology areas:
* Working knowledge on the following concepts. DNS, DHCP, Active Directory, VLANs, TCP/IP, OSI
Model.

Preferred
* Associate level professional certifications (CCNA, Network +, et al).
* Experience supporting or working in an Enterprise and/or Global Managed Services
environment.
* Knowledge and experience with cloud technologies (Azure, Google, AWS others.)
* Solid understanding of network management tools and ITSM platform such as ServiceNow,
nCentral, ScienceLogic and Delinea PAM.
* IT Infrastructure Library (ITIL) v4 knowledge or certification.

Physical Demands
The physical demands described here are representative of those that must be met by a teammate to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employee is regularly required to sit, talk, hear, and
operate a computer, telephone and keyboard.
* Specific vision abilities required by this job include close vision requirements due to computer
work.
* Ability to uphold the stress of traveling.
* Regular, predictable attendance is required; including quarter-driven hours as business demands
dictate. Working shift might include working during US business hours.

Work Environment
The work environment characteristics described here are representative of those a teammate encounters
while performing the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
* Ability to work in a confined area.
* Ability to sit at a computer terminal for an extended period of time.

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.