Technical Support Engineer

Job Description

Insight Global is looking for a Tech Cafe Support Engineer to work onsite at their client's facility in Albany, NY.

This person will be performing the following duties:

• Imaging laptops and desktops via PXE boot and SCCM task sequences, ensuring rapid deployment and seamless integration.

• Utilize Lansweeper to maintain inventory, reclaim assets during offboarding, and minimize waste.

• Provide remote support through Bomgar for users across multiple locations, resolving hardware and software issues swiftly.

• Configuring Apple laptops with Microsoft Office, Adobe Creative Cloud, and VPN access for certain user groups.

• Active Directory for computer OUs, security groups, and shared drive access, ensuring proper licensing and permissions.

• VPN access by creating RSA tokens in Secur
  
  ID and assisting users with Ivanti and Palo Alto’s Global Protect.

• Improve software installation processes by issuing temporary administration codes through access management tools such as Avecto/Beyond Trust, reducing delays in project timelines.

• Use Power Shell scripts for seamless data transfers and backups during laptop replacements or repairs.

• Assist with timely equipment availability by coordinating leased device replacements and warranty repairs.

• Utilize System Center Orchestrator to resolve Office 365 security group issues during onboarding to minimize delays.

• Facilitate browser data migration by assisting users with transferring bookmarks and One Note data during laptop replacements.

• During onboarding sessions, educate new employees on VPN connectivity, SharePoint navigation, printing, and IT ticket submission processes.

• Assist users with mobile devices (email setup and WiFi)

• General assistance with various Service Desk activities/special projects, as needed.

• Provide excellent customer service to users and management, including prompt responses to requests.

This role will be onsite, Monday-Friday from 8am-5pm EST (1 hour lunch). Excludes major holidays.

Compensation range: $/hr.

Exact compensation may vary based on several factors, including, but not limited to skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave as required by the applicable law of the worksite location.

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.

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Minimum 5 years of experience in an enterprise technical support role

Excellent customer service, professionalism, punctuality, and written/verbal communication

Experience in PC deployment (PXE/SCCM), break/fix support (technical diagnosis and repair) of PCs

Asset Management experience (prefer Lansweeper)

Experience with PC networking, VPN, Multi-factor Authentication or RSA tokens (Secure

ID)

Experience troubleshooting Windows OS, supporting core Microsoft applications, as well as non-Microsoft applications

Mobile device support (email setup) and ticketing system experience.

Power Shell scripting

Experience with Microsoft Dynamics or Service

NOW (SNOW) ticketing system or similar

Experience troubleshooting HP branded laptops/PCs

Relevant Certifications and/or degree in related study