Technical Support Integration Specialist (USI7) (2770)

SUMMARY: 

The Technical Support Integration Specialist serves as frontline integration support responsible for all end-user computing activities at acquired sites. This role manages the full lifecycle of end-user equipment, from procurement through configuration, physical setup, and validation, and serves as the primary point of contact for onboarding acquired employees to VSE's technology environment. The focus is to ensure every end user is fully equipped, properly trained, and has validated access to all required VSE systems on day one of integration. This role requires strong customer focus and the ability to remain composed and effective under pressure, particularly during high-visibility go-live events and time-sensitive integration deadlines. The position is field-based: travel to acquisitions at both domestic and international sites is required approximately 80% of the time, including overnight, weekend, and on-call coverage during go-live and hyper care periods.

DUTIES & RESPONSIBILITIES:

Responsibilities include, but are not limited to:

Integration Planning & Project Execution

• Own the end-user computing workstream for assigned acquisition integrations, carrying it from planning through completion with limited day-to-day direction
• Conduct pre-acquisition site assessments: inventory the legacy end-user environment, capture user counts by role and function, and identify technical constraints affecting deployment
• Develop the end-user integration plan for each assigned site, including equipment bill of materials, cost estimate, deployment sequence, and go-live timeline
• Track project tasks, dependencies, and milestones in VSE's project management tooling and maintain current site readiness status through completion
• Report progress, risks, and blockers to integration leadership and escalate issues that threaten the go-live date
• Confirm end-user readiness against the site's go-live exit criteria and communicate readiness status to integration leadership
• Actively participate in integration meetings across planning, execution, and hyper care phases, while simultaneously triage active end-user incidents to maintain support continuity
• Maintain and improve the standard end-user integration runbook, deployment checklists, and quick-reference materials, applying lessons learned from each completed site

End User Equipment Procurement

• Coordinate with vendors to order all end-user computing equipment required for integration, including:
• Laptops and desktop computers (standard VSE hardware refresh builds)
• Monitors and peripheral accessories: keyboards, mice, docking stations, and headsets.
• Document scanners, printers, and multifunction devices.
• Label printers (e.g., Zebra, Dymo) for warehouse, parts, and logistics operations
• Barcode scanners and handheld scanning devices
• Dashboard computers and display systems for operations floors and break rooms
• Track all purchase orders, delivery ETAs, and equipment inventory through to site readiness

Device Configuration & Imaging

• Image and configure all laptops and desktops to VSE's standard build
• Enroll devices into Microsoft Intune / Endpoint Manager and validate compliance policies
• Configure printers, label printers, and scanners, including network print queues and device driver deployment
• Set up dashboard computers with appropriate display configurations, locked-down profiles, and relevant data sources
• Apply VSE security baselines, encryption (BitLocker), and endpoint management profiles to all devices

Physical Setup & Wire Management

• Physically deploy and set up all end-user workstations, peripherals, and shared devices throughout the acquired site
• Execute professional wire management at all workstations and shared device locations (cable ties, raceways, under-desk routing)
• Install and position monitors, docking stations, and desk phone or headset equipment per user workspace requirements
• Label all equipment with asset tags via VSE asset management standards
• Coordinate with the infrastructure team on network port activation, patching, and switch capacity at each workstation location prior to deployment
• Analyze end user systems and data structures to determine the most effective approach for migrating or transferring information between devices, ensuring accuracy and completeness throughout the transition

User Onboarding & Training

• Conduct training sessions for acquired site employees on VSE hardware and standard software applications
• Train users on Microsoft 365 fundamentals: Outlook, Teams, SharePoint, OneDrive, and application access via M365 portal where needed
• Provide guidance on VSE VPN, MFA enrollment, and IT ServiceNow ticketing procedures
• Distribute IT quick-reference guides and onboarding materials tailored to the acquired site's user population
• Be available on-site during the go-live period to provide real-time hands-on support

Access Validation & Verification

• Verify that each end user has access to all necessary VSE applications, network resources, and shared drives based on their role
• Work with application owners and IT provisioning teams to resolve access gaps identified during integration
• Complete a per-user access validation checklist sign-off before declaring each workstation as integration-complete
• Document and escalate any access exceptions, pending approvals, or licensing gaps that could impact user productivity
• Confirm printer, scanner, and peripheral device connectivity for each user or shared device area
• Other duties as assigned.

MINIMUM REQUIREMENTS: 

• Bachelor’s degree in information technology or a related field
  • Or an additional 3 years of specific work experience in lieu of degree
• 5 years of relevant/technical work experience, including at least 2 years supporting IT integration, migration, or large-scale deployment projects
• On-site and remote engagement; heavy travel required to acquisition locations, approximately 80%.
• Ability to prioritize tasks and complete assignments within an estimated timeframe. 
• Demonstrated strong verbal and written communication skills.  
• Willingness to be on-call and work flexible schedules, including holidays and weekends. 
• Ability to work overnights, weekends, and late shifts as needed to ensure project completion.

PREFERRED REQUIREMENTS:

• Information Technology Certification equivalent to a CompTIA Tech+, A+, Network +, Security +, or MCP. 
• Working experience with setup, repair and modification of windows desktops and laptops, printers, and other peripherals. 
• Technical support and service desk experience supporting windows and Apple systems. 
• Working experience and understanding of command line scripting (PowerShell, vbscript, etc.). 
• Action-oriented and self-motivated, with the ability to enhance the Integration team's effectiveness, performance, and efficiency.
• Knowledge and experience of desktop, servers, and network management, software deployment and tracking tools. 
• Strong knowledge of network printer installation, setup, and troubleshooting. 
• Knowledge of service desk ticketing system and general service desk operations. 
• Knowledge of project management tools (e.g., Microsoft Project, Planner, Smartsheet, Jira, or Asana) for tracking project tasks through to completion.

OTHER:

• The selected applicant will be subject to a background check and drug testing.