Job Description
Job Summary
Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a diverse environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
Responsibilities Include:
Device Imaging and Configuration
• Performs Windows imaging using Lam standard provisioning methods (Autopilot/Intune, Entra ID join, compliance policy application)
• Configures devices according to Lam’s security requirements including BitLocker/full disk encryption, endpoint compliance validation, and baseline policy enforcement
• Troubleshoots imaging failures, driver issues, network related setup errors, and post image provisioning defects
Staging, Validation and Deployment
• Stages devices for user pickup or shipment by completing quality assurance checks, labeling, hardware inspections, peripheral matching, and accessory preparation
• Validates device readiness by confirming compliance posture, device health, account authentication flow, and proper enrollment in Lam management systems
• Executes refresh workflow steps in accordance with standardized refresh processes and service readiness timelines
Operational Coordination and Escalation
• Collaborates closely with DSS Leads, Service Desk, GEM/Endpoint Engineering, ITAM/HAM, and Logistics teams to resolve technical blockers and fulfill refresh commitments
• Escalates complex provisioning problems with detailed reproduction steps and diagnostic information
Documentation and Compliance Tracking
• Maintains accurate provisioning records, device status updates, and compliance documentation within ServiceNow
• Ensures all asset updates (assignment, location, classification, lifecycle status) are completed with 100% accuracy
• Supports audit requirements by documenting provisioning steps, exceptions, and any deviations from standard process
Process Improvement and Knowledge Sharing
• Participates in process improvement activities, root cause reviews, and post project debriefs to refine imaging and provisioning methods
• Provides training, guidance, and mentorship to new provisioning technicians, promoting consistency, quality, and strong customer service culture within DSS
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 HR@insightglobal.com.To 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/.
Required Skills & Experience
• Experience with Windows provisioning (Autopilot, Intune, Entra ID)
• Strong technical troubleshooting skills for hardware, imaging, and OS deployment issues
• Familiarity with enterprise compliance controls (BitLocker, device health policies, corporate security baselines)
• Ability to maintain highly accurate records in ServiceNow or similar ITSM/ITAM systems
• Excellent communication skills and ability to coordinate with both technical and non technical stakeholders
• Ability to lift, move, and stage hardware as part of daily provisioning workflow
• Prior Desktop System Specialist or Service Desk experience
• Experience supporting high volume refresh or deployment projects
• Knowledge of corporate hardware standards, ITAM workflows, and device lifecycle management
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.