Tech Support Engineer

Job Title: Tech Support Engineer

Location: Boise, Idaho (Onsite 5 days/week)

Job Summary: The Tech Support Engineer’s role is to maintain and improve users’ productivity while providing customers with a positive support experience. This includes analyzing and resolving end-user hardware and software issues promptly and accurately, providing end-user training where required, and understanding users’ needs and work habits to proactively deploy appropriate services and tools. The Tech Support Engineer serves as an IT ambassador, advocate, and technology consultant to the business, working to build a trusted relationship with the user community.

Key Responsibilities:

• Establish strong relationships with business stakeholders, the General (Office) Manager, and direct supervisor.

• Monitor work orders and incident management systems to ensure timely resolution of all tickets.

• Manage, troubleshoot, and resolve cases with standard, high, and critical severities.

• Assist with process improvements for Corporate IT User Support Operations.

• Conduct onboarding and offboarding of employees, including administering and maintaining end-user accounts, permissions, and access rights.

• Support VPN connectivity software, preferably with ForiToken security key.

• Support remote users through various connectivity options, including LogMeIn Remote Access, VPN, and VDI.

• Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps, and vendor technical support groups to enhance streaming performance and troubleshoot system outages.

• Collaborate with various Corp IT groups to test and deploy desktop automation initiatives and business applications.

• Investigate alerts created by IDS/IPS, including malicious file uploads, compromised servers, and port scanning.

• Document procedures as needed.

• Manage site’s hard asset management and work with the Lead to establish and update procurement thresholds.

• Provide office conference room support, including maintaining, troubleshooting, and supporting AV systems.

• Image computers and ensure network connectivity of all workstations.

• Administer IT equipment, hardware, and software upgrades/refresh.

• Work on special projects as assigned.

Required Skills:

• Working technical knowledge of network and PC operating systems, including Active Directory, Windows 10, and VPN.

• Experience with collaboration tools such as Google Workspace, RingCentral, or Microsoft Office 365.

• Technical knowledge of network hardware, protocols, and standards, including Dell servers.

• Hands-on hardware troubleshooting experience with Dell and Lenovo desktops and laptops.

• Experience with virtualization or virtual machines such as Hyper-V or VMware.

• Technical knowledge of computer imaging tools.

• Working knowledge of MAC Mini and MacBook Pro is highly desirable.

• Knowledge of applicable data privacy practices and laws.

Required Education:

• A college diploma or university degree in Information Technology or a related field.

• A minimum of 2 years of equivalent work experience.

• Certifications in CompTIA A , HDI, ITIL, PMP, CAPM, or Six Sigma are a plus.

Compensation: $20-24/hr

Benefit offerings: medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

Applicants must be authorized to work for any employer in the U.S. Our client is unable to sponsor or take over sponsorship of an employment Visa at this time.

Pay Details: $20.00 to $24.00 per hour

Search managed by: Scott McKeen

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance