Job Description
Job Description
Company: Global Payments
Position: Technical Support Analyst I – Endpoint Migration Support
Location: Cincinnati, OH 45249
Duration: 12 month contract
Job Description:
A client of Insight Global is seeking a Technical Support Analyst I to assist with a large-scale endpoint migration. This individual will provide hands-on and remote technical support as users transition from the Worldpay technology environment to the Global Payments environment.
The Technical Support Analyst will support Windows and macOS laptop migrations, newly configured device deployments, and the transition to Microsoft 365. This customer-facing role requires foundational technical troubleshooting skills, strong communication, patience, and the ability to explain technical information clearly to non-technical users.
Day to Day:
- Provide hands-on and remote technical support before, during, and after laptop migrations.
- Prepare, configure, deploy, and test Windows and macOS laptops using documented procedures.
- Assist users receiving newly configured or replacement laptops.
- Validate device functionality, user access, network connectivity, applications, peripherals, and corporate services.
- Troubleshoot routine hardware, software, operating system, connectivity, authentication, and peripheral issues.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
- Assist with Microsoft 365 sign-in, activation, email, calendar, file synchronization, and access issues.
- Support basic connectivity issues involving corporate networks, Wi-Fi, VPNs, and approved remote-access solutions.
- Document reported issues, troubleshooting steps, user communications, and resolutions in the ticketing system.
- Monitor assigned work queues and prioritize tickets based on business needs and migration priorities.
- Escalate issues to higher-level support teams when necessary.
- Keep users updated throughout the troubleshooting process and confirm they can resume work following resolution.
Must Haves:
- Desktop or help desk support experience with basic Windows troubleshooting
- Working knowledge of Microsoft 365, including Outlook, Teams, and OneDrive
- Basic hardware, software, connectivity, and user account troubleshooting
- Strong customer service, communication, and documentation skills
- Ability to follow established procedures and escalate issues appropriately
Plusses:
- Experience with laptop deployments, device refreshes, or technology migrations
- Familiarity with macOS, Active Directory/Entra ID, VPNs, or endpoint management
- Experience with remote-support and enterprise ticketing tools
- Relevant IT education, training, or certifications