Services Technician Sr

Requisition Number: 92035 

As a Senior Desktop Support Technician, you will provide quality day-to-day hands on and remote end user support with a high degree of customer satisfaction and technical expertise. You will troubleshoot complex issues with the end users related with hardware, software, application, mobile device, and peripheral. 

Job Location:  

Onsite Day-1. You will be working from the regional office located in Plano TX 75024, and occasional travel to other offices in Texas will be required. 

Essential Duties and Functions: 

• Work as part of the IT infrastructure end user support and engineering team to deploy and maintain Windows desktop operating systems technology solutions in support of identified business needs. 

• Provide expert level technical support of end user hardware, software, mobile devices, and peripherals. Be responsible for timely ticket resolution and closure. 

• Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal workstation performance. 

• Execute the joiners and leavers process including imaging, deployment, equipment returns and replacements. 

• Maintain an accurate inventory of all unassigned, deployed, retired, and disposed hardware and peripherals. 

• Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation. 

• Responsible for the maintenance and upkeep of branch office computer rooms, networking closets, and local site servers. 

• No restrictions to travel.  

• Willing to work out of standard work hours and perform other duties as assigned. 

Required Qualifications: 

• Minimum 5-year experience in a corporate desktop support role 

• Experience in Windows desktop environments, Win 10 and Office 365 Suite 

• Experience working in a highly regulated and secure environment, preferably HIPPA. 

• Experience with a ticketing system, preferably ServiceNow 

• Experience in SCCM vs. Intune and/or hybrid implementations 

• Experience in remote desktop support tools, VPN and VDI environments 

• Experience in Microsoft Active Directory structure and domains including auditing and group policy. 

• Knowledge of security enablement on Mobile devices (iOS, Android) 

• Knowledge of secure Client PC connectivity - ethernet, TCP/IP and VPN, and virtual services 

• Knowledge of file server knowledge and File Sharing systems, and SFTP applications 

• Knowledge of security products such as laptop encryption, backup, anti-virus 

• Knowledge of Information Security, Network Security, Firewall Administration, System Administration. 

• A valid driver’s license and a personal vehicle 

Competencies: 

• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.  

• Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things. 

• Written and Oral communication -the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information -the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills. 

• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality. 

• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality. 

• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events. 

• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly. 

Physical Requirements: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

• Manual dexterity, arm, and upper body range of motion sufficient for use of a keyboard, mouse, and telephone on a constant basis 7-8 hours per day. 

• Speech and hearing sufficient for in-person and telephone communication on a constant basis 7-8 hours per day. 

• Vision sufficient for use of a computer monitor. 

• Ability to sit at a desk on a constant basis 7-8 hours per day. 

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.

Posting Notes: Plano || Texas (US-TX) || United States (US) || None || None || US - Plano, TX; US - Dallas, TX ||