Service Desk Support Technician

Job Summary

As a Service Desk Support Technician at BPP, when our team has a tech problem, you are the first person they see. Your job isn't just about  fixing computers
-it is about making sure our employees can do their jobs without fighting their technology. This is not just a service desk role; you will be the IT ambassador for the rest of the company. Serving as an effective communicator translating complex technical issues and methodologies into information that non-technical employees can understand and use. Being a member of an agile team going to where the issues are and providing in-person problem solving and solutions to high stress critical operations.

Whether you're setting up a new hire with a fresh laptop, helping someone get their phone connected to email, or figuring out why a printer is acting up, you're the person who saves the day. You'll be the bridge between the  techy  side of things and the rest of the company. Helping everyone from HR to the warehouse team feel confident with their gear and knowing if something goes wrong, you will be there to assist.

• First-Level Support:
  Act as the initial point of contact for technical requests, providing  break-fix  support for workstation software, hardware, and printers.
• Multi-Platform Support:
  Assist users across a diverse environment, including Windows PCs, Mac desktops/laptops, and mobile devices (iOS and Android).
• PC & Peripheral Setup:
  Lead the  white glove  deployment of hardware. Install, configure, and deploy monitors, keyboards, docking stations, and specialized software.
• Ticket Management:
  Maintain high standards of documentation within our ITSM system, ensuring all issues are resolved within established SLAs.
• Inventory & Asset Management:
  Maintain an organized IT storage environment.
• Perform asset tagging and lifecycle tracking for all new hardware.
• Process returns, determining if devices should be refurbished for reuse or prepared for secure disposal.
• Maintenance & Troubleshooting:
  Perform routine preventive maintenance to ensure system reliability and use diagnostic tools to resolve basic network connectivity and Office 365 challenges.
• Strategic Project Assistance:
  Partner directly with internal teams to implement internal IT projects such as security audits and hardware/software deployments.

• Partner with Business Units:
  Collaborate with all departments across the organization to understand their specific technical workflows and minimize downtime.
• Bridge Technical Gaps:
  Serve as a translator, helping non-technical staff utilize existing technology to meet their specific business goals.
• Real-Time Reporting:
  Work with department leads to identify and escape recurring technical hurdles or widespread outages immediately.
• Policy Advocacy:
  Ensure all departments remain compliant with company security policies and hardware standards during setups and refreshes.

• Experience:
  
  2-4 years of hands-on experience in Desktop Support or a technical helpdesk/service desk environment.
• Education:
  
  Associate’s degree in computer science, IT, or equivalent experience and certifications
• Technical Proficiency:
• Expertise in Windows 10/11 and Microsoft Office 365.
• Familiarity with PC imaging and basic hardware repair.
• Basic knowledge of Ethernet network topology and mobile device troubleshooting.
• Proven ability to explain complex technical concepts in layman’s terms.
• Strong in adaptive prioritization. Be able to switch between high priority VIP Office requests to issues within our manufacturing processes.
• Physical Demands:
  Ability to lift 40 lbs, kneel/crawl to manage cabling under desks, and travel between local sites as needed.

• Experience with ITSM tools
• Certifications:
  
  CompTIA A+, Network+, or Apple Certified Support Professional (ACSP).
• Familiarity with Active Directory or Microsoft Entra .

• You know how to manage a partner that is both the  Architect  and the  Supplier  
• A passion for automating the mundane (e.g., using Intune/Autopilot to eliminate manual imaging).
• You thrive in high-pressure,  explosive growth  environments where priorities shift rapidly.
• You possess a builder mindset where you look at recurring problems and think about how to ensure they never happen again.

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