IT Support Technician (Finance)
The IT Support Technician provides Tier 2 support to all Badger Team Members. The role primarily involves supporting Badger's Tier I team by handling escalations, service calls and managing equipment. They are also responsible for contacting Badger customers directly to diagnose and troubleshoot technical issues and difficult problems. The products you may support include Windows laptops, iOS phones and iPads, Microsoft 365 Suite, InTune, Microsoft Exchange Mailbox, Microsoft Teams, KeyScan, Active Directory, Apple Business Manager, All Badger owned hardware.
Key Accountabilities
- Manages O365, client handling, ticket management, remote troubleshooting, service desk and other related experience.
- Creates and provides user-training and maintains documentation for O365 processes.
- Utilizes Microsoft PowerShell to create and manage scripts in Exchange.
- Administers the management for the creation/upkeep of Intune policies.
- Oversees Asset Tracking Management for Hardware and stock levels
- Develops partnerships with 3rd party vendors to offer support for hardware and software in the field.
- Troubleshoots and resolves hardware and software problems on desktop computers, laptops, mobile devices, printers, and peripherals for Badger offices and/or branches (remote locations).
- Supports and Maintains conference room equipment at all locations.
- Mentors Desktop Support Specialist allowing job shadowing when working on complex projects, incidents and/or ticket escalations.
- Updates, documents and resolves technical issues using ticketing system.
- Documents changes made using the Change Process.
- Identifies and suggests possible improvements to procedures while continuously monitoring system performance and generate reports to identify trends and potential issues
- Executes rollout of new systems/software/enhancements to systems.
Experience, Qualifications & Education:
- Education: Bachelor's Degree in Computer Science or other related, or combination of education and experience.
- Microsoft 365 - 3 years (Preferred)
- Windows: 3 years (Preferred)
- Active Directory: 3 years (Preferred)
- Microsoft Intune w AutoPilot - 1 year (Preferred)
- PowerShell - 1 year (Preferred)
- Microsoft Technology Certifications
- Strong analytical and problem-solving skills with a passion to maintain and improve service quality
- Excellent verbal and written communication skills with the ability to effectively interact with stakeholders and leadership professionally
- Must have a high level of personal integrity with the ability to adapt in an ever-changing environment
- Must have an ability to flex approach based on audiences' familiarity of technology with both technical and non-technical users
