Service Desk Technician

Bigge Crane and Rigging Co.•Houston, TX

5d•Onsite

About The Position

Bigge Crane and Rigging has operated since 1916 and maintains a coast-to-coast presence with a large crane fleet. The Service Desk Technician reports to the End User Services manager. This is an onsite position, not a remote position, and includes onsite and remote technical support to help employees remain productive and information secure. The role provides customer-focused assistance with day-to-day technical issues and determines their root causes. The technician serves as an escalation point for Level 1 technicians, resolves moderately complex hardware, software, and network issues, and escalates issues beyond Level 2 scope with clear documentation. The role also manages service requests through resolution, supports users and executives, administers Microsoft 365 and assists with Entra ID, supports mobile devices and meeting-room technology, manages IT assets, and develops documentation to help Level 1 technicians resolve issues independently.

Requirements

3–5 years of experience in a technical support or service desk role, including demonstrated experience handling escalated Level 2 tickets.
Experience mentoring or coaching junior Level 1 technicians, or serving as an escalation point for them.
Keen attention to detail and consistent follow-through and follow-up on open issues.
Strong customer service focus and communication skills.
Ability to troubleshoot and resolve moderately complex hardware, software, and network issues, and recognize when an issue should be escalated to senior staff or engineering.
Ability to present technical information in an understandable form to non-technical recipients.
Working knowledge of Microsoft 365 administration, including user and license management, Exchange Online, SharePoint, and Teams, and strong familiarity with Entra ID (Azure AD).
Experience in an ITSM environment.
Experience troubleshooting iOS and Android mobile devices and administering an MDM platform such as Intune or Ivanti/MobileIron.

Nice To Haves

Experience supporting executive or senior leadership.

Responsibilities

Serve as an escalation point for Level 1 technicians, resolving moderately complex hardware, software, and network issues escalated from the front line.
Mentor and coach Level 1 technicians by sharing knowledge, reviewing tickets, and building their troubleshooting skills.
Recognize issues beyond Level 2 scope and escalate them to senior staff, engineering, or vendors with clear, well-documented handoffs.
Take ownership of end-user service requests and manage them through resolution while meeting defined priorities and SLAs.
Respond to queries and service requests through the ticketing system in accordance with established priorities and policies.
Provide onsite and remote support to end users across multiple work settings and environments.
Troubleshoot, install, and configure hardware and peripherals, including desktops, laptops, monitors, printers, disk drives, and scanners.
Install and configure software, apply upgrades and patches, and resolve related problems.
Support and troubleshoot iOS and Android mobile devices within the organization's MDM platform.
Administer Microsoft 365, including user and license management, Exchange Online, SharePoint, and Teams, and assist with Entra ID (Azure AD) tasks.
Set up and support A/V and conferencing equipment for meetings, training, and Microsoft Teams Rooms.
Provide attentive support to executive and senior staff while maintaining composure under pressure.
Perform IT asset deployment, tracking, maintenance, and decommissioning according to established lifecycle processes.
Create and maintain IT documentation, including knowledge-base articles that help Level 1 technicians resolve issues independently.