IT Service Desk Technician

Job Description

Job Description

Salary:

Introduction

Bigge Crane and Rigging has been elevating America since 1916. With over 1,800 cranes and a coast-to-coast presence, we buy, sell, rent, operate, and maintain one of the largest, most advanced crane fleets in the country. Weve played a role in building some of Americas most iconic landmarks and earned a reputation for doing it rightwith performance, precision, and accountability.

Job Overview

This rolereports tothe End User Services manager. This is not a remote position; onsite support isrequired.Responsibilities also include on-site and remote technical support to keep our employees productive andourinformation secure.This role is expected to provide excellent customer service while takingresponsibility forassistingusers in solving their day-to-day support issuesanddeterminingroot cause.

Responsibilities

• Serve as an escalation point for Level 1 technicians, resolving hardware, software, and network issues of moderate complexity that have been escalated from the front line.
• Mentor and coach Level 1 technicians sharing knowledge, reviewing tickets, and helping them build troubleshooting skills.
• Recognize when an issue exceeds Level 2 scope and escalate to senior staff, engineering, or vendors with clear, well-documented handoffs.
• Take ownership of end-user service requests and manage them through resolution, meeting defined priorities and SLAs.
• Respond to queries and service requests through the ticketing system according to established priorities and policies.
• Provide onsite and remote support for end users across multiple work settings and environments.
• Troubleshoot, install, and configure hardware and peripherals such as desktops, laptops, monitors, printers, disk drives, and scanners.
• Install and configure software, apply upgrades and patches, and resolve related problems.
• Support and troubleshoot mobile devices (iOS and Android) within the organization's MDM platform.
• Administer Microsoft 365 (user/license management, Exchange Online, SharePoint/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, maintaining composure under pressure.
• Perform IT asset tasks deployment, tracking, maintenance, and decommissioning following established lifecycle processes.
• Create and maintain IT documentation, including knowledge-base articles that help Level 1 resolve issues independently.

Requirements

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

Benefits

• Competitive pay and a matching 401(k) plan
• Flexible spending accounts/Health Savings Account
  
• Reimbursement plan for the company Bring Your Own Device (BYOD) Policy
• Vacation, Company Holidays, and Sick Days

Biggeprovidesequalemploymentopportunities(EEO)toallemployeesandapplicantsforemploymentwithoutregardtorace,color,religion,sex,nationalorigin,age,disability,genetics,militaryorveteranstatus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.