Lab Engineer

At Worksighted – a Thrive Company, we are passionate about helping people do their best work. Over the past few years, we have grown significantly as our remote work capabilities and nationwide technology support services have expanded. This growth will only continue as the company was recently acquired by Thrive NextGen Managed Services. This partnership strengthens our ability to offer broader career opportunities, deeper resources, and continued growth for our team, all while maintaining the culture that makes us who we are: a hardworking, values-driven group that delivers exceptional IT services without taking ourselves too seriously. Here, you’ll find a welcoming culture that values collaboration, curiosity, and doing great work together.

We are looking for a Lab Engineer who will be responsible for the creation of new user accounts as well as the associated deployment of client devices (computers & mobile devices) both in-house as well as remotely, utilizing support tools and automation to effectively and efficiently complete those tasks. Additionally, this position is responsible for the troubleshooting of hardware & software related issues that impact the client’s ability to properly utilize their equipment, which may require engagement with hardware or software vendors as well as the re-deployment of existing client devices.

Who You Are:

• You have a High School Diploma or GED equivalent.
• You have one (1) to two (2) years of experience in Information Technology.
• You have a basic knowledge of user account creation and management, computer hardware, mobile devices, software, and operating systems. 
• You have the ability to work with others and to communicate effectively in a positive and constructive manner.
• You have a customer-first orientation and the ability to seek information and assistance.
• You are able to make decisions quickly and in a fast paced environment. 

What You’re Accountable For:

• Setting up of new user accounts, computers & mobile devices accurately and efficiently, meeting, or exceeding client delivery deadlines.
• Analyzing and repairing hardware and software malfunctions.
• Interfacing with third parties (i.e., Dell) to facilitate manufacturer and vendor support.
• Unboxing, boxing, and preparing equipment for shipping, delivery by a Worksighted team member, or client pick up.
• Communicating with clients and team members regarding customer equipment pick up and drop off.
• Working & communicating directly with clients over the phone, via email, PSA, chat, or in person to solve technology needs and challenges promptly.
• Adhering to all policies, processes, expectations, and SLAs to ensure client needs are addressed and proper documentation of time, work completed, and communication to clients and vendors is completed.
• Creating and updating client environment documentation required to complete accurate account & equipment setup.
• Meeting or exceeding the minimum standard for device deployments & CSAT ratings.
• Maintaining accurate and up to date notes, statuses and next dates on assigned service tickets.
• Recording, reviewing and submitting daily timesheets detailing work performed and time spent.
• Any other duties and tasks that are required by the Company.

What You’ll Use:

• ConnectWise
• ITGlue
• ScreenConnect
• Azure
• Active Directory
• Microsoft 365
• General PC Troubleshooting
• IOS/Android Devices

Why You’ll Love Worksighted:

• Competitive benefits package including medical, dental, and vision insurance, company matches to 401(k), and company-paid short-term disability and life insurance policies.
• Generous compensation package.
• Paid time off for vacations, sick time, and personal days, plus a paid day off on your birthday!
• Well-rounded approach to employee wellness.
• Open and collaborative work environment – both in office and from home.
• Frequent employee engagement activities ranging from potlucks to company-wide games of virtual BINGO.
• In-depth onboarding program including lunch with leadership, job shadows with every department of the company, and thorough on-the-job training.
• Continuous performance management process with open communication, consistent check ins, and support from leaders.

Learn more about our values and what it’s like to be a member of our team on our website or by following us on Instagram @Worksighted.