IT Service Desk Technician

Bigge Crane and Rigging•Houston, TX

1d•Onsite

About The Position

This role reports to the End User Services manager. This is not a remote position; onsite support is required. Responsibilities also include on-site and remote technical support to keep our employees productive and our information secure. This role is expected to provide excellent customer service while taking responsibility for assisting users in solving their day-to-day support issues and determining root cause.

Requirements

5+ years in a technical support role.
2+ years supporting executive leadership.
High degree of customer service focus and strong communication skills.
Keen attention to detail, with a commitment to follow through and follow-up.
Ability to present technical information in understandable form for non-technical recipients.
Ability to investigate and resolve technical problems of moderate complexity.

Nice To Haves

Experience in an ITSM environment a plus.
Experience with Mobile Device Management a plus.

Responsibilities

Ability to support executive level employees under pressure.
Familiar with O365 administration and Microsoft Azure.
Strong understanding of mobile devices – e.g. iOS and Android.
Familiarity with MDM platforms, e.g. Ivanti (MobileIron), Jamf, Intune, etc.
Extensive experience setting up audio and video equipment needed for meetings, conferences, and training.
Good understanding of Microsoft Teams Rooms and administration.
Available for 24/7 on-call support.
Track lifecycle, maintenance, and decommissioning of IT assets.
Draft procurement, inventory, deployment, and retirement strategies, which optimize technology management.
Control and document changes to assets and configuration items through asset management and change management processes.
Ensure standards, guidelines and controls are maintained through audits and KPI’s.
Take ownership of and ensure timely response to end user’s service requests and manage them through resolution.
Provide onsite and remote support for end users in multiple work settings and environments.
Respond to queries and service requests using a ticketing system according to predefined priorities and policies.
Troubleshoot, install, and configure hardware and peripherals such as desktops, laptops, monitors, printers, disk drives and scanners.
Install new software, upgrades, patches and resolve related problems.
Create and maintain IT documentation.