IT Support Technician - Service Desk

Responsibilities

The IT Support Technician I will be a member of the Service Desk team, serving as the first point of contact for employees seeking technical assistance. This role involves triaging, troubleshooting, and resolving technology-related issues over the phone, via email, and through our ticketing system. The ideal candidate will be on the front lines of our commitment to providing exceptional service.

This key role is based on-site in our corporate office in Birmingham, Alabama OR Atlanta, GA.

Key Responsibilities :

• Deliver Exceptional Service: 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
• Remote Assistance: Provide timely and effective remote technical support to employees on our construction jobsites and in corporate offices.
• Business Partnership : 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.
• Critical Thinking: 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.
• Trend Analysis and Improvement : Collaborate with internal teams to identify and analyze trends, identify root causes, and design effective support interventions that enhance user experience.
• Onboarding 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.
• Systems Maintenance : Engage in quarterly IT systems maintenance and monitor ticketing systems post-maintenance to ensure smooth operations.
• Knowledge Management : Create and maintain comprehensive, relevant knowledge management articles, detailing troubleshooting steps and processes.
• Software Installation Support : Assist employees with software installations using elevated admin privileges.
• Ticket Management : Manage IT support ticket updates, escalations, and resolutions using help desk software to ensure timely and effective issue resolution.

Education - Skills - Knowledge - Qualifications & Experience

• 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

Skills and Attributes:

• Excellent empathy, active listening, and resiliency
• Finds fulfillment in their work through serving others.
• Self-motivated with a hungry work ethic.
• Proactive approach to problem-solving.
• Ability to work well both independently and as part of a team.
• Strong written and verbal communication skills.
• Committed to learning, continuous improvement, and seeks feedback.
• Calm under pressure with the ability to alleviate tension in high-stress situations.
• Exhibits professionalism in communication, personal appearance, and etiquette.
• Ability to identify, prioritize, and respond to incoming work based on impact and urgency

Our Vision in IT :
We are committed to being business partners dedicated to exceptional service and building our future. Join us in shaping the future of workplace technology, delivering outstanding support, and contributing to our shared success.

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day-to-day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.