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Job Description

As a Senior Desktop Support Technician, your daily tasks will vary based on ticket complexity. You will provide Tier 2 and Tier 3 escalation support, mentor junior team members, and manage deployment infrastructure. A significant part of your role includes working with deployment tools such as WDS, MDT, Windows ADK, WSIM, and WICD to create and deploy standardized OS images across enterprise endpoints.

You will assist in scripting automated deployments, customize answer files for unattended installations, and create provisioning packages for specific configurations. You will also collaborate with system administrators to ensure smooth deployment pipelines and troubleshoot imaging issues.

Duties and Responsibilities:

• Support end-users with hardware, software, and network issues both on-site and remotely (approx. 1700 users)

• Manage and resolve service tickets, documenting solutions in detail

• Monitor hardware, software, and licenses; recommend upgrades or purchases

• Manage VOIP Phone Systems

• Administer server applications like Faxing, FTP, Printing, DNS, DHCP, etc.

• Build, maintain, and deploy standardized operating system images using Windows Deployment Services (WDS), Microsoft Deployment Toolkit (MDT), and Microsoft Intune.

• Utilize Windows Assessment and Deployment Kit (ADK) tools, including Windows System Image Manager (WSIM), to create customized unattended installation files.

• Design, build, and deploy Windows provisioning packages using Windows Imaging and Configuration Designer (WICD) for varied deployment scenarios.

• Automate repetitive and large-scale tasks using PowerShell or similar scripting tools to streamline deployment and configuration.

• Utilize PowerShell or other scripting tools to automate deployment and configuration tasks

• Conduct onboarding training for new hires and ensure proper device provisioning

• Evaluate and configure new OS features and enterprise applications

• Create, troubleshoot, and manage Group Policies (GPO)

• Provide support for all printer types including Zebra and multifunction copiers

• Participate in on-call rotation for after-hours support

• Mentor and train junior technicians

• Work with third-party vendors to resolve complex hardware/software issues

• Administer NTFS and shared folder permissions

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 6+ years of enterprise desktop support experience

• 1–2 years of Microsoft Active Directory and Entra ID experience

• 1–2 years of experience working with Microsoft Office, Teams, and OneDrive

• 1–2 years of experience with Microsoft 365 Admin Center

• 1–2 years of PowerShell scripting experience

• Experience with O365 applications and administration

• Proficient in both Windows and Mac operating systems

• Printer troubleshooting and Print server experience (e.g., PaperCut – plus)

• VOIP administration experience (8x8, Fuze, Mitel)

• BitLocker or other encryption tool experience

• Proficiency in Networking protocols: TCP/IP, SFTP, HTTP, DNS, DHCP, SMTP

• Hands-on experience configuring and managing Windows Deployment Services (WDS), Microsoft Deployment Toolkit (MDT), Windows Assessment and Deployment Kit (ADK), and Windows System Image Manager (WSIM)

• Hands-on experience with creating Windows Imaging and Configuration Designer (WICD) for provisioning packages and custom configuration of Windows deployments

• Excellent written and verbal communication

• A “can-do” attitude, willing to collaborate and help whenever needed

• Willingness to train and mentor junior staff

- Required to live within 30 minutes from the office • SharePoint administration

• MS Intune administration and deployment for Mac and Windows

• Papercut experience (printer server)

• ZoomRoom experience (audio-video equipment in a conference room)

• Experience with VPN clients in corporate environments

• Experience with Copilot

• Experience in DHCP and DNS (basic troubleshooting and admin)

• Preferred certifications: CompTIA A+, Network+, Security+; Apple Certified (ACSP), AZ-104

• Experience working with various hospital systems such as HMS, Meditech, McKesson, Affinity, IDX, Bulldog, Eclipsys, Epic, Cerner, Keane, etc.