Digital Experience Technician

The RMR Group•Atlanta, GA

4d•Onsite

About The Position

The Digital Experience Technician is a customer-facing member of the Employee Digital Experience (EDX) team and a first point of contact for technology assistance. EDX supports more than 800 internal customers nationwide across corporate and regional offices and commercial and residential property sites. The team works with Infrastructure and other Technology & Innovation groups to provide timely support and improve employee experiences. The technician handles frontline technology support, account and access requests, device deployment and lifecycle tasks, and conference-room checks. The role includes resolving documented issues, managing tickets from start to finish, escalating when needed, and keeping customers informed. The technician also contributes to knowledge resources and process improvements, uses approved AI tools under governance policies, and participates in team learning and projects such as device refreshes, office moves, and events. This position is on-site according to the company’s in-office schedule and operates during standard business hours, with periodic support for special projects and scheduled evening, early-morning, or weekend maintenance. Travel to other U.S. offices and property sites may be required. The role requires the ability to lift and carry technology equipment weighing up to 50 pounds and move between floors and buildings.

Requirements

Typically, 2 or more years of technology support experience; relevant skills may also come from support work, an internship, school, military service, a home lab, or self-study.
Ability to troubleshoot Windows and macOS.
Working knowledge of iPhone and iPad.
Experience with Microsoft Outlook and the Microsoft 365 suite, including Teams, OneDrive, and SharePoint.
Basic networking knowledge, including IP addresses, DNS, Wi-Fi, and VPN.
Familiarity with a service management tool, preferably ServiceNow, or ability to learn one quickly.
Comfort using AI tools and curiosity about how they affect support work.
Demonstrated analytical and problem-solving skills.
Customer service and time-management skills, with a cheerful, patient, and helpful demeanor.
Effective written and verbal communication, including clear ticket notes.
Belief that problems can be solved; willingness to experiment, learn quickly, and share effective approaches.
Strong work ethic; reliability and collaboration.
Discretion when handling confidential information.
Ability to travel within the U.S. to other offices and property sites as needed.
Ability to lift and carry technology equipment weighing up to 50 pounds and move between floors and buildings.

Nice To Haves

Bachelor’s degree in computer science, Information Systems, or an equivalent technical discipline.
CompTIA A+, Microsoft certifications, or progress toward certifications.
ITIL 4 Foundation.
Exposure to Microsoft Intune, Windows Autopilot, Apple Business Manager, or Teams Rooms devices.
Familiarity with asset management and software licensing compliance.
Interest in automation, such as basic PowerShell.
Customer-facing experience in any setting, such as retail tech support, hospitality, or a campus help desk.

Responsibilities

Provide customer support to corporate and regional internal customers by phone, Teams chat, email, the ServiceNow portal, and walk-up.
Assess and prioritize daily ticket workloads in line with best practices and established SLAs.
Maintain excellent data quality in every ticket.
Resolve documented issues involving Windows and macOS laptops, iPhones and iPads, printers, peripherals, Microsoft 365 apps including Copilot, and basic Wi-Fi and VPN connections.
Own customer issues from start to finish, collaborating with EDX peers or escalating to higher-level EDX technicians with notes on checks and troubleshooting already performed.
Escalate critical incidents to the Principal EDX Administrator and EDX Senior Manager as needed.
Keep customers updated and confirm fixes before closing tickets.
Verify identity before making account changes.
Process account requests in Microsoft Entra ID and Microsoft 365 according to standard operating procedures, including routine onboarding and offboarding.
Deploy standard laptops and mobile devices using zero-touch provisioning, including Windows Autopilot and Apple Automated Device Enrollment, following documented steps.
Check device status in Microsoft Intune and run approved remote actions.
Record device assignments, swaps, returns, and disposals in ServiceNow.
Inspect and reset returned equipment, then route it for redeployment, repair, or disposal.
Run scheduled checks of Cisco conference-room devices and resolve routine A/V, display, and meeting-join issues.
Contribute concise incident descriptions and resolutions to Knowledge Bases for review before publication.
Use approved AI tools to support troubleshooting and documentation in accordance with AI governance policies.
Flag outdated, unclear, or incorrect Knowledge Base articles and documentation.
Raise recurring issues with ticket examples and recommend process improvements.
Learn from EDX peers through shadowing and ticket reviews.
Participate in T&I projects such as device refreshes, office moves, and events at the direction of senior team members.
Perform additional responsibilities as assigned.

Benefits

Health insurance
Dental insurance
Vision insurance
Life and disability insurance
Health Savings Account (HSA) and Flexible Spending Plans (FSA)
401(k) plan with employer match
Holidays, vacation, and sick time
Parental leave
Tuition assistance
Matching Gift Program
Voluntary, employee-paid benefits, including Critical Illness & Accident Insurance, Identity Theft Protection, and Pet Insurance