IT Support Technician - Service Desk

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance, ensuring a positive and supportive experience over the phone, via email, and through our ticketing system
• Provide timely and effective remote technical support to employees on our construction jobsites and in corporate offices
• Partner with internal teams to ensure IT support issues are resolved thoroughly and efficiently, serving as a trusted liaison between B&G technology users and the IT department
• Ability to go beyond just the apparent and available answer to do what it takes to satisfy the customer by being relentless and owning issues
• Collaborate with internal teams to identify and analyze trends, identify root causes, and design effective support interventions that enhance user experience
• Work with HR, hiring managers, and office IT technicians to ensure new employees have a smooth technical on-ramp with all necessary IT software and systems access prior to onboarding with our company
• Engage in quarterly IT systems maintenance and monitor ticketing systems post-maintenance to ensure smooth operations
• Create and maintain comprehensive, relevant knowledge management articles, detailing troubleshooting steps and processes
• Assist employees with software installations using elevated admin privileges
• Manage IT support ticket updates, escalations, and resolutions using help desk software to ensure timely and effective issue resolution

Qualifications

• Bachelor’s degree in MIS, IT, or related field required
• 1-3 years of experience in a customer-focused IT support role
• Proficiency with Windows OS and Microsoft Office preferred