Product Insight is a design-driven engineering firm serving companies committed to human-centered development of the technical products that will power a better world. For us, assembling, growing, and evolving an exceptional team is paramount. Our whole company is our development team, they are the value we bring to clients. We excel at creating innovative solutions to intricate technical challenges across various industries, delivering life-saving therapies, enhancing workplace safety and productivity, transforming operational models, and shaping the future of transportation.
Join our dynamic IT support team as
IT Deployment Technician handling Tier 1 and 2 tasks with a focus on imaging, deployment and advanced troubleshooting. We are seeking a candidate with exceptional technical skills, problem solving abilities and a passion for customer service.
Position Overview:
A technical expert focused on imaging, deployment, and advanced troubleshooting across Windows, Linux, and macOS environments. This role emphasizes enterprise-scale system management, hardware lifecycle coordination, and collaboration with infrastructure teams to deliver seamless IT support.
Key Responsibilities:
- Technical Support & Problem Resolution
- Provide Tier 1/2 support via phone, email, Teams, and in-person for Windows 10/11, Linux (Ubuntu), and macOS devices.
- Specialize in Lenovo hardware diagnostics, including BIOS/firmware updates and component replacement.
- Experience with Windows Autopilot or macOS MDM solutions (e.g., Jamf, Kandji) is a plus
- Resolve escalated issues: BSOD diagnostics, disk encryption conflicts, multi-OS boot configurations, and driver compatibility.
- Collaborate with infrastructure teams on Active Directory user/group management.
- Maintain asset inventory and coordinate hardware replacement cycles.
- System Management & Deployment
- Develop/maintain standardized OS images for Windows using SCCM, MDT, or Intune; Linux/macOS imaging experience a plus.
- Automate deployment workflows via PowerShell/Bash scripting (e.g., driver injection, post-install configurations).
- Manage Endpoint Central for patch deployment, remote troubleshooting, and policy enforcement.
- Assist Systems Admin with Group Policy implementation and security compliance.
- Audit deployed systems quarterly for CVE vulnerabilities and patch compliance.
- Conduct driver compatibility testing and pre-deployment QA for enterprise hardware.
- Documentation & Process Improvement
- Create imaging playbooks for hardware-specific configurations (e.g., ThinkPad vs. workstation deployments).
- Document solutions in ticketing system (e.g., Jira, ServiceNow) and maintain knowledge base articles.
- Track SLA compliance (e.g., 24-hour resolution for Tier 2 issues).
- Optimize deployment processes to reduce imaging time by 15-20%.
Technical Requirements:
- 2+ years of professional Windows administration (imaging, deployment, troubleshooting).
- 1+ years of Linux/macOS support (package management, CLI tools, disk utility/MDM).
- Proficiency in Active Directory (user provisioning, group policy assistance).
- Experience with SCCM, MDT, or Intune; Endpoint Central familiarity preferred.
- Networking fundamentals: TCP/IP, DNS, DHCP, and VPN troubleshooting.
- Ability to translate technical solutions into user-friendly guidance for non-technical staff.
Qualifications:
- Associate degree in Computer Science or related field (Bachelor's preferred).
- Microsoft Certified: Windows 10/11 (strongly preferred); CompTIA Linux+ or Apple Certified Support Professional (preferred).
- Experience in corporate/education IT environments with 100+ endpoints.
Work Conditions:
- Flexible hours: Occasional after-hours support for system upgrades/maintenance.
- On-site requirement: Must lift/move equipment up to 40 lbs; 4 days/week (remote work negotiable for critical tasks).
This position requires occasional after-hours support and the ability to work flexible hours as needed for system maintenance and upgrades. At Product Insight, we aim to be a place where a diverse mix of talented individuals want to come, stay, and contribute their best work. We take pride in delivering top-tier products to the market, recognizing that achieving this goal necessitates a team reflecting the diversity of our world. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or veteran status.