Description

KEY RESPONSIBILITIES • Provides responsive IT support to end users through phone, email, chat, approved remote-support tools, and face-to-face interactions. • Diagnoses and resolves defined, straightforward issues involving computers, peripherals, printers, telephony devices, operating systems, cybersecurity applications, web browsers, Microsoft 365 applications and add-ins, VPN client software, Software Center applications, and other supported business applications. • Uses established procedures, proven troubleshooting methods, and available organizational knowledge to understand issues, select solutions from approved options, validate results, and document completed work. • Follows established Knowledge Base articles and procedures; identifies outdated or incomplete information and contributes draft content or technical details for KB updates and new articles. • Documents and maintains incidents, service requests, tasks, asset transactions, and assigned project activities in ServiceNow and other approved tracking tools in accordance with established standards. • Performs standard hardware and software installations, moves, additions, changes, upgrades, and deployments using approved processes. • Maintains accurate, real-time hardware deployment, return, and inventory records in ServiceNow Asset Management. • Assigns, tracks, and maintains emergency loaner laptops for internal employee use in accordance with established procedures. • Identifies recurring user issues and communicates trends or concerns to senior technicians, appropriate support teams, or leadership for further investigation. • Collaborates with related technical teams and follows established escalation procedures for unresolved, system-level, infrastructure, application, or security-related issues. • Contributes technical issues, service updates, and validated resolutions to approved collaboration platforms, including Microsoft Teams, Viva Engage or Yammer, and SharePoint. • Participates in onsite, offsite, and virtual technology support for executive meetings and business-critical events under established procedures or guidance. • Assists with technology demonstrations, orientation sessions, and employee training. • Supports eBar activities, as applicable, by following established setup, validation, troubleshooting, and operational support procedures. • Assists with the secure preparation and disposal of electronic equipment through approved third-party vendors and documented company processes. • Builds quality into all aspects of work by complying with applicable quality requirements, documented procedures, cybersecurity controls, and asset-management standards. • Performs other related duties and assignments as directed by BSC IT Leadership

Key Skills

Education

Any Gradute