Digital Experience Technician

Overview

The Digital Experience Technician is a member of our customer-facing Employee Digital Experience (EDX) team and a first point of contact for technology assistance.

EDX is one of four groups in Technology & Innovation (T&I), the department using technology, data, and AI to transform how we operate. We support 800+ internal customers nationwide, across our Corporate and Regional offices and our commercial and residential property sites. We work closely with Infrastructure and with T&I's other groups:
Real Estate Technology;
Enterprise Apps, Data & AI; and Security, Networking & Compliance.

Our goal is to exceed customer expectations in a timely manner. We own results, not just activity. Success means fewer tickets employees need to open, time saved, faster decisions, and less risk. For a Technician, that means being the reliable go-to person for the fundamentals.

This is a great opportunity for the right individual to grow with a department investing in AI and innovation.

Front-line support

• Provide excellent customer support to our Corporate and Regional internal customers by phone, Teams chat, email, the Service Now portal, and walk-up
• Assess and prioritize your daily ticket workload in line with best practice and established SLAs
• Maintain excellent data quality in every ticket
• Resolve documented issues on Windows and macOS laptops, iPhones and iPads, printers, peripherals, Microsoft 365 apps including Copilot, and basic Wi-Fi and VPN connections
• Own customer issues from start to finish, collaborating with EDX peers or escalating to a higher-level EDX technician (up to the Principal EDX Administrator) with notes on what you checked and tried, so there are no cold handoffs
• Escalate critical incidents to the Principal EDX Administrator and the EDX Sr. Manager, as needed
• Keep customers updated and confirm the fix before closing a ticket

Accounts and access

• Verify identity before changing any account; the front line is a common target for social engineering
• Process account requests in Microsoft Entra  Microsoft 365 following standard operating procedures.
• Complete routine onboarding and offboarding

Devices

• Deploy standard laptops and mobile devices with zero-touch provisioning (Windows Autopilot and Apple Automated Device Enrollment), following documented steps
• Check device status in Microsoft Intune and run approved remote actions
• Record every device assignment, swap, return, and disposal in Service Now
• Inspect and reset returned equipment, then route it for redeployment, repair, or disposal

Conference rooms

• Run scheduled checks of Conference rooms (Cisco devices), so problems surface before meetings
• Fix routine A/V, display, and meeting-join issues

Knowledge and improvement

• Contribute to Knowledge Bases, drafting concise, coherent incident descriptions and resolutions for review before publishing
• Use approved AI tools to speed up troubleshooting and documentation, within AI governance policies
• Flag Knowledge Base articles and documentation that are outdated, unclear, or wrong
• Raise recurring issues with ticket examples and recommend process improvements

Teamwork and growth

• Learn from EDX peers through shadowing and ticket reviews
• Participate in T&I projects, such as device refreshes, office moves, and events, at the direction of senior team members

Additional responsibilities as assigned.

Required qualifications

• 2+ years of technology support experience is typical. Skills can come from support work, an internship, school, military service, a home lab, or self-study.
• Ability to troubleshoot Windows and macOS
• Working knowledge of iPhone and iPad
• Experience with Microsoft Outlook and the Microsoft 365 suite, including Teams, One Drive, and Share Point
• Basic networking concepts: IP addresses, DNS, Wi-Fi, and VPN
• Familiarity with a service management tool, preferably Service Now, or the ability to learn one quickly
• Comfort using AI tools, and curiosity about how they change support work
• Demonstrated analytical and problem-solving skills
• Customer service and time management skills, with a cheerful, patient, helpful demeanor
• Ability to communicate effectively in writing and verbally, including clear ticket notes
• Believes problems can be solved; experiments boldly, learns fast, and shares what works
• Strong work ethic; reliable and collaborative
• Discretion with confidential information

Preferred qualifications

• A bachelor's degree in computer science, Information Systems, or equivalent technical discipline is preferred.
• CompTIA A+,…