At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovation teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let's Imagine a better way together.

The Technical Support Engineer assists in maintaining servers, backups, and network infrastructure. This position interfaces directly with internal customers and all departments, troubleshooting advanced user issues to resolution.  

• Collaborate with IT team to analyze, recommend and implement the best solution to challenges including internal IT tools and business users
• Install, maintain, and support hardware and operating systems including Windows, Mac, and iOS, as well as related software & accessories
• Provide escalated Help Desk support, monitoring inbound technical support requests
• Write scrips/logic to automate tasks and deploy packages
• Optimize and document administration of computer programs
• Manage inventory of computer hardware, make purchase recommendations
• Install and support a wide array of software, both internally developed and third party 
• Provide basic support for some servers and network equipment 
• Work with onsite leadership to continually improve tech support procedures and policies
• Help to define how end-user support should be coordinated, delivered, standardized, and communicated
• Create and maintain thorough documentation for IT processes and procedures
• Maintain a flexible schedule including possible night or weekend work 
• Participate in on-call rotation as needed.
• Help Desk overflow support 
• Other duties as assigned

Mandatory Qualifications:

• Minimum 4 years’ experience with technical support or user support, preferably in a production or manufacturing industry.
• Exceptional Macintosh/Windows system administration skills.
• Experience with scripting and automation.

Preferred Qualifications:

• Expertise in troubleshooting computer hardware and components, A+ or similar systems administration certification 
• Hands-on experience with OAM of multiple applications and hardware  
• Experience administering tracking and configuration management systems such SCCM and JAMF/Kandji.
• Familiarity with common systems tools and protocols (BIOS, DNS/DHCP, LDAP, Active Directory, Exchange).
• Bachelor’s degree in Information Technology, Computer Science, or related technical field, or equivalent professional experience.

Knowledge and Skills:

• Thorough knowledge of Windows operating systems.
• General knowledge of MacOS, and iOS operating systems; working knowledge with Linux desktop.
• Strong proficiency with Active Directory and productivity applications such as O365
• Strong proficiency in deploying, patching, and managing operating systems and applications using tools such as SCCM, Kandji/JAMF, and Intune.  
• Proficiency with common video conferencing platforms such as Zoom, Slack and MS Teams
• Knowledge of remote desktop technologies, such as VNC, TeamViewer and RDS.
• Knowledge with ticket tracking and documentation platforms.
• Knowledge of DLP and Endpoint Protection for PC and Mac.
• Ability to diagnose, repair or replace computer system components (storage media/drives, graphics/GPU cards, memory modules, fans, etc.).
• Strong analytical problem-solving skills.
• Excellent communication skills and strong customer service orientation.
• Highly self-directed. Manage and prioritize multiple challenges that can occur when supporting a complex and diverse production environment.
• Ability to lift heavy equipment, install, configure, and maintain desktop/laptop computers and mobile devices

Physical Requirements:

• Ability to lift heavy equipment, install, configure, and maintain desktop/laptop computers and mobile devices.
• Frequently requires standing or sitting for extended periods of time in front of a computer.
• Occasionally requires kneeling, bending, carrying, lifting equipment up to 25lbs.
• Rarely requires climbing a ladder.
• Ability to work effectively onsite.

The national pay range for this role is listed above. The pay range may be slightly lower or higher based on the geographic location. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer/partner discounts.

The Imagine Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.