IT Business Support Technician

Milliman•Dallas, TX

3h•Onsite

About The Position

The IT Business Support Technician works under the supervision of the Business Technology Operations Manager and partners closely with EBAC business users, call center leadership, and technology teams. This role provides hands-on technical support to ensure secure, reliable, and uninterrupted access to systems, applications, and endpoint devices that are critical to daily business operations. The position is responsible for supporting and managing the lifecycle of end-user hardware, software, identity, and access services across both office-based and remote work environments. The technician serves as a trusted escalation point for complex desktop, application, authentication, and access-related issues, working with internal stakeholders, enterprise IT partners, and external vendors to minimize downtime and maintain operational continuity.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant experience.
A minimum of three years of hands-on IT support experience in a demanding environment supporting a mix of business users and operational teams under defined service-level expectations, with prior exposure to call center or high-availability environments strongly preferred.
Demonstrated experience supporting Windows and Apple desktop environments, Microsoft 365, and enterprise endpoint hardware including laptops and peripheral devices.
Strong working knowledge of identity and access technologies including Active Directory, Entra ID, and Okta, security tokens, and Windows Hello for Business.
Experience supporting endpoint security tools, encryption technologies such as BitLocker, and troubleshooting network access issues including VPN, Zero Trust, wired, and wireless connectivity.
Familiarity with ticketing systems, asset management tools, and structured onboarding, offboarding, and access management processes.
Demonstrable experience supporting cloud-based applications and SaaS platforms.
Working experience supporting contact center platforms such as NICE CXone is a strong plus.
Works well within a team environment and takes ownership of personal work product
Proficiency in the use of computers and other general office equipment
Proficiency in Microsoft Office Suite
Attention to detail
Excellent problem-solving skills
Strong communication skills (both written and verbal)
Able to productively respond to change
Excellent organization and time management skills

Nice To Haves

Preferred experience includes automated endpoint imaging and deployment, SCCM and PowerShell for automation and diagnostics, vendor coordination and incident escalation, ITSM and ITIL-based service delivery environments, and current certifications such as Microsoft, CompTIA, or ITIL.

Responsibilities

Provide Tier 1 technical support for business, technical, and call center users by diagnosing and resolving hardware, software, identity, and application issues through research, analysis, and coordination with other teams as needed.
Support users in both on-site and remote environments, identifying root causes related to device configuration, connectivity, identity services, or workflows.
Manage provisioning and ongoing support for business user telephony and communication platforms, including cloud-based phone systems.
Troubleshoot complex login, access, and authentication issues involving Active Directory, single sign-on, multi-factor authentication, security tokens, Windows Hello for Business, and endpoint security tools.
Serve as an escalation point for issues that require advanced troubleshooting beyond standard helpdesk resolution.
Manage the full lifecycle of end-user devices including laptop provisioning, swaps, reimaging, operating system upgrades, and decommissioning, while maintaining accurate asset inventory and lifecycle records using IT Asset Management practices.
Utilize the ticketing system to document, track, and communicate the status of incidents and service requests, and maintain system and procedural documentation for recurring issues and resolutions.
Perform hands-on, on-site technical support such as device swaps, peripheral troubleshooting, audio/visual setup for meetings and business functions, and basic troubleshooting of local and networked printers.
Participate in periodic projects such as operating system refreshes, technology rollouts, audits, and platform upgrades, working as needed with enterprise IT partners and external vendors.

Benefits

Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners.
Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges.
401(k) Plan – Includes a company matching program and profit-sharing contributions.
Discretionary Bonus Program – Recognizing employee contributions.
Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses.
Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
Holidays – A minimum of 10 paid holidays per year.
Family Building Benefits – Includes adoption and fertility assistance.
Paid Parental Leave – Up to 12 weeks of paid leave for employees who meet eligibility criteria.
Life Insurance & AD&D – 100% of premiums covered by Milliman.
Short-Term and Long-Term Disability – Fully paid by Milliman.