PC Support Specialist

3 weeks ago

Melville, New York, United States Insight Global Full time
Job Summary

We are seeking a highly skilled PC Support Specialist to join our team at Insight Global. As a key member of our technical support team, you will be responsible for providing operational support for all Desktop/Laptop and End-User devices, including mobile phones, tablets, and multi-function printers.

Key Responsibilities
  • Provide efficient day-to-day operational support for all Desktop/Laptop and End-User Devices throughout the company.
  • Provide 7x24 support for all PC/Mobility/End-Use Devices, including off-hours support for critical issues.
  • Ensure internal and external customer satisfaction at all times.
  • Identify and implement improvements to enhance customer satisfaction on a continual basis.
  • Develop and perform hands-on troubleshooting and repair procedures for hardware, software, and related End-User devices and peripherals as needed.
  • Perform software installations on all desktops/laptops, and End-User devices.
  • Perform software distribution tasks as required.
  • Update firmware on laptops, smart phones and MFPs.
  • Configure and activate smartphones and tablets.
  • Document all support work on a timely basis, within the guidelines of the PC Support Team and the Service Desk System processes.
  • Adhere to all standards for desktop/laptop and end-user devices and software platforms utilized on the MSC Network.
  • Adhere to all defined standards for naming, documentation, and security with regards to our distributed systems, network, and other related systems.
  • Contribute to PC Support related documentation as required.
  • Perform appropriate change control procedures with regards to all PC Support systems.
  • Participate in the process for purchasing, evaluating, and tracking of PC hardware, software, and other End-User Devices and peripherals.
  • Work closely with the IS Service Desk to ensure the team is ready to offer second and third level technical support.
  • Consult with MSC departments, associates, and business partners to ensure understanding of the PC Support Groups business impact on each.
  • Maintain 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.
  • Ensure the confidentiality of sensitive information.
  • Foster the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.

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.

Certifications such as A+, Network + and ITIL are preferred. 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.

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