IT Equipment Services Technician

Job Title

IT-Equipment Services Technician

About the Job

The IT-Equipment Services Technician provides front-line technical support for Books-A-Million employee issues related to desktop systems, enterprise applications, user access, and corporate infrastructure. The technician ensures a high level of service delivery while maintaining system reliability and supporting day-to-day business operations.

This position is part of the BAM IT Team, and it is an on-site role located in the Birmingham, AL corporate offices.

Role Summary

This role is responsible for resolving end-user issues via phone, email, and ticketing system. The technician will provide excellent customer service in a cross-functional environment to provide technical support for business operations.

Role Responsibilities

* Provide Tier 1 troubleshooting and resolution for:

o Windows/iOS devices and other IT hardware

o Microsoft 365 and other corporate business applications

o Active Directory / Azure AD (password resets, account access, etc.)

o Basic network fundamentals

* Configure and support Windows/macOS, iOS, printers and other IT equipment

* Perform routine administrative tasks including user provisioning, license assignment, mailbox access, and file/share permissions

* Support device deployment and endpoint management using tools such as Intune

* Execute onboarding and offboarding processes

* Escalate unresolved or complex issues to Tier 2/support teams

* Support network and system administrators as needed

* Track and update ticket queues and contribute to knowledge base documentation

* Maintain accurate asset management databases for all IT equipment, including managing business cellular accounts.

* Support basic IT security practices (MFA, phishing awareness)

* Assist with Teams conference rooms and AV technology as needed

* Provide excellent customer-focused support to all end users and customers

Role Qualifications

* Required Qualifications

o High School diploma or GED required

o Previous experience in IT support environment

o Strong troubleshooting and problem-solving skills

o Excellent communication and customer service oriented

o Excellent organizational skills

* Preferred Qualifications:

o Proficiency in Windows OS, Microsoft 365, Active Directory/Azure AD, and network fundamentals

o CompTIA A+

Work Environment & Expectations

* Occasionally travel between Birmingham corporate office locations.

* Ability to lift objects up to 25lbs

The Perks

At Books-A-Million, we believe in taking care of our employees. As part of the team, you'll enjoy a comprehensive benefits package, including:

Competitive Compensation:
We offer competitive pay and performance-based incentives.

Health & Wellness:
Medical, dental, and vision insurance to keep you healthy.

Paid Time Off (PTO):
Enjoy generous PTO and paid holidays.

Employee Discounts:
Get discounts on books and other products across our stores.

Retirement Savings:
Build your future with our 401(k) plan and company contributions.

Equal Employment Opportunity (EEO) Statement

Books-A-Million is an equal opportunity employer committed to fostering a diverse, inclusive, and welcoming workplace. We celebrate and embrace differences, and we strive to create an environment where every individual feels valued and empowered. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.

All qualified applicants will receive consideration for employment without regard to their background or personal characteristics. We are dedicated to creating a culture of respect, equity, and opportunity for all employees, and we encourage individuals from all backgrounds to apply.