TE65P2 Workplace Engineer

Job Summary

The Workplace Technology Service Desk is a frontline, end user computing support team responsible for resolving, documenting, and owning IT incidents and service requests through completion or appropriate escalation. This role serves as the first point of contact for employees and is critical to the delivery of consistently high-quality customer experience across phone, chat, email, and in-person support channels.

Essential Functions

• Regular attendance at your work location on the Columbus campus (hybrid schedule) is a requirement of this role.
• Provide first-contact technical support via phone, chat, email, and walk-up interactions, maintaining ownership through resolution or appropriate escalation.
• Own incident and request management from intake through closure by following ticketing standards, prioritizing work appropriately, and meeting Service Level Objectives (SLOs).
• Deliver consistently high-quality customer experience and maintain greater than 95% positive customer satisfaction.
• Effectively de-escalate calls, while maintaining a calm, customer-focused approach.
• Create and maintain documentation (knowledge articles, SOPs, quick reference guides) to enable consistent support and self-service.

Position Responsibilities

• You will deliver frontline support to staff using Windows and macOS laptops across all communication channels.
• You will assist with basic UNIX support for legacy Solaris systems, with training provided.
• Routine tasks may include:
• Answering hotline phone calls and fulfilling electronic service requests such as software installation (including unpackaged software), peripheral and driver installation, inventory tracking, and device refreshes for Windows and Mac systems.
• Identifying trends and recurring issues with applications, proposing root-cause fixes, and partnering with Workplace Engineering/Infrastructure teams to implement sustainable solutions that reduce repeat incidents.
• Supporting technology rollouts and continuous service improvements (e.g., M365 changes, Windows updates, endpoint tools) by testing, communicating impacts, and updating user guidance.
• Making sure that security controls required by HIPAA, CIS, and NIST are adhered to.