Workplace Technology Specialist

This is a Full Time Job

The Workplace Technology Specialist is responsible for providing exceptional technology experiences through proactive, customer-focused, and responsive support for IT systems and hardware located at all company properties. This role will respond to L2 & L3 incidents and requests and provide technology solutions to quickly resolve issues, improve processes, and deliver critical applications in support of the business and the end-user experience. This role requires a customer focused individual with a diverse range of technology experience that serves the end-user while working independently to problem solve and proactively address potential issues related to the technology workplace experience.

What will you do?
• Daily management of assigned ServiceNow tickets
• Acknowledge and maintain work in progress logs while driving accurate resolution of incidents and requests across assigned business units.
• Equipment receiving/logistics, configuration, staging, functional testing, implementation, on-site functional validation, and support.
• Partner across technology teams to resolve support issues.
• Provide clear and timely updates on incident tickets to end-users and management.
• Identifies problems and takes corrective action within established guidelines.
• Collaborate with team members to ensure the best possible outcome is reached for assigned ServiceNow tickets.
• Support the end-user experience with timely, polite, and efficient customer service.
• Work closely with Corporate Service Desk when updating standard operating procedures.
• Document existing computing environment and ensure documentation remains current.
• Work after-hours and weekend on-call shifts with timely response to incidents.
• Participate and/or lead special projects and performs other duties as assigned.
• Collaborate with Executive IT (EIT) on cross-functional projects and support.

What do you need to succeed?
• 3 years of experience in end-user support, endpoint configuration, installation, and upgrades
• Extensive knowledge of Audio/Video Systems, configurations, and Support (MS Teams, Zoom)
• Ability to adapt to shifting priorities and open to learning new ways of working.
• Ability to embrace change with a flexible mindset, even if the way forward isn’t clear.
• Ability to work both independently to trouble shoot and problem solve.
• Ability to be a reliable team member, capable of effective collaboration to achieve our shared goals across teams and departments.
• Ability to communicate effectively at all levels of the organization and relay technical information in a concise manner, tailoring the message based on the purpose, audience and channel.
• Ability to build strong relationships with all customers (internal and external).
• Possess strong active listening skills to support interaction during incident resolution with end-users of all levels.
• Possess a passion for delivering exceptional customer service with internal and external customers.
• Microsoft Certified Solutions Engineer (MCSE) – preferred.

Special Requirements
• Full-time onsite role with flexible availability for late night hours, on-call scheduling, and weekend support.
• May be required to travel several times throughout the year to other business locations.
• Must be able to lift up to 50 lbs. on a regular basis.

#LI-Onsite

Pay Range

$75,000 — $115,000 USD