PC Support 2

Insight Global; Melville (NY); On-site; USD 60,000 - 75,000; Full time

Job summary

Insight Global is seeking a Tier-2 desktop support specialist to provide day-to-day technical assistance for all end-user devices, including desktops, laptops, and mobile devices. You will respond to issues, install software, and manage device configurations.

The role emphasizes strong customer service, documentation, and collaboration with the IS Service Desk for escalations while maintaining security and up-to-date knowledge of end-user technologies.

Qualifications

• Minimum of 3 years experience in a tier 2 technical support position providing break/fix and desktop support services.
• Solid understanding of Active Directory and Group Policies.
• Solid knowledge of building and maintaining corporate desktop/laptop images.
• Solid understanding of Windows registry and edits.
• Working knowledge of Server Backup and tape inventory using Arcserve.
• Hands-on experience with Windows 10, Microsoft O365, and Adobe products.

Responsibilities

• Provides efficient day-to-day operational support for all Desktop/Laptop and End-User Devices throughout the company.
• Provides 7x24 support for all PC/Mobility/End-Use Devices, including off-hours support for critical issues.
• Maintains confidentiality of sensitive information and adheres to security standards.
• Documents all support work in the Service Desk System and related processes.
• Assists with software installations and distribution tasks on End-User devices.
• Collaborates with IS Service Desk for second/third level support.

Skills

Active Directory

Group Policies

Windows 10

O365

End-User Devices

Technical Troubleshooting

Customer Service

Documentation

Tools

Managesoft

Big Fix

Alteris

Arcserve

McAfee ePolicy Orchestrator

VMware

Job description

Job Description

This position provides operational support for all Desktop/Laptop and all End-User devices, including mobile phones, tablets, multi-function printers, scanners.

• Provides efficient day-to-day operational support for all Desktop/Laptop and all End-User Devices throughout the company.
• Provides 7x24 support for all PC/Mobility/End-Use Devices, including off-hours support for critical issues.
• Ensures internal and external customer satisfaction at all times.
• Identifies and implements improvements to enhance customer satisfaction on a continual basis.
• Develops and performs hands‑on troubleshooting and repair procedures for hardware, software, and related End‑User devices and peripherals as needed.
• Performs software installations on all desktops/laptops, and End‑User devices.
• Performs software distribution tasks as required.
• Update firmware on laptops, smart phones and MFPs.
• Configure and active smartphones and tablets
• Documents all support work on a timely basis, within the guidelines of the PC Support Team and the Service Desk System processes.
• Adheres to all standards for desktop\laptop and end‑user devices and software platforms utilized on the MSC Network.
• Adheres to all defined standards for naming, documentation, and security with regards to our distributed systems, network, and other related systems.
• Contributes to PC Support related documentation as required.
• Performs appropriate change control procedures with regards to all PC Support systems.
• Participates in the process for purchasing, evaluating, and tracking of PC hardware, software, and other End‑User Devices and peripherals.
• Works closely with the IS Service Desk to ensure the team is ready to offer second and third level technical support.
• Consults with MSC departments, associates, and business partners to ensure understanding of the PC Support Groups business impact on each.
• Maintains leading‑edge knowledge of PC, Android/iOS mobile devices, End‑User devices and peripherals related technologies and their potential applications to MSC's business strategy to ensure we make the right decisions through time to maximize MSC's systems investment.
• Ensures the confidentiality of sensitive information.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participation in special projects and performs additional duties as required

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Skills and Requirements

Minimum of 3 years experience in a tier 2 technical support position providing break/fix and desktop support services required.

Solid understanding of Active Directory and Group Policies.

Solid knowledge of building and maintaining corporate desktop/laptop images required.

Solid understanding of Windows registry and edits required.

Working knowledge of Server Backup and tape inventory using products such as Arcserve.

Working knowledge of McAfee ePolicy Orchestrator or similar product is a plus.

Working knowledge of Android, IOS configuration required.

Working knowledge of VMware virtualization is a plus.

Solid understanding of Terminal Services and thin client computing required.

Solid understanding of VPN, dual factor authentication, remote access, wireless routers, mobile devices and firewalls required.

Understanding of Internet technologies, including encryption, SSL, Browsers, firewalls, and proxies required.

Hands‑on experience supporting Windows 10, Microsoft O365, and Adobe products required.

Hands‑on experience with Software Distribution Tools such as Managesoft, Big Fix or Alteris required.

Solid understanding of TCP/IP, DNS, WINS, DHCP and Windows networking fundamentals required.

Must have the ability to engage and work effectively with vendor resources and internal resources.

Must have excellent customer service skills related to providing desktop support.

Solid verbal and written communication and documentation skills required. Certifications such as A+, Network + and ITIL are preferred