IT Service Desk Technician

This role reports to the End User Services manager. This is not a remote position; onsite support is required. Responsibilities also include on-site and remote technical support to keep our employees productive and our information secure. This role is expected to provide excellent customer service while taking responsibility for assisting users in solving their day-to-day support issues and determining root cause., * Serve as an escalation point for Level 1 technicians, resolving hardware, software, and network issues of moderate complexity that have been escalated from the front line.

• Mentor and coach Level 1 technicians - sharing knowledge, reviewing tickets, and helping them build troubleshooting skills.
• Recognize when an issue exceeds Level 2 scope and escalate to senior staff, engineering, or vendors with clear, well-documented handoffs.
• Take ownership of end-user service requests and manage them through resolution, meeting defined priorities and SLAs.
• Respond to queries and service requests through the ticketing system according to established priorities and policies.
• Provide onsite and remote support for end users across multiple work settings and environments.
• Troubleshoot, install, and configure hardware and peripherals such as desktops, laptops, monitors, printers, disk drives, and scanners.
• Install and configure software, apply upgrades and patches, and resolve related problems.
• Support and troubleshoot mobile devices (iOS and Android) within the organization’s MDM platform.
• Administer Microsoft 365 (user/license management, Exchange Online, SharePoint/Teams) and assist with Entra ID (Azure AD) tasks.
• Set up and support A/V and conferencing equipment for meetings, training, and Microsoft Teams Rooms.
• Provide attentive support to executive and senior staff, maintaining composure under pressure.
• Perform IT asset tasks - deployment, tracking, maintenance, and decommissioning - following established lifecycle processes.
• Create and maintain IT documentation, including knowledge-base articles that help Level 1 resolve issues independently.

Do you have experience in iOS?, * 3-5 years in a technical support or service desk role, with demonstrated experience handling escalated (Level 2) tickets

• Experience mentoring, coaching, or serving as an escalation point for junior (Level 1) technicians.
• Experience supporting executive or senior leadership (preferred)
• Keen attention to detail, with consistent follow-through and follow-up on open issues.
• High degree of customer service focus and strong communication skills.
• Proven ability to troubleshoot and resolve hardware, software, and network issues of moderate complexity, and to recognize when an issue should be escalated to senior staff or engineering.
• Ability to present technical information in understandable form for non-technical recipients.
• Working knowledge of Microsoft 365 administration (user/license management, Exchange Online, SharePoint/Teams) and strong familiarity with Entra ID (Azure AD).
• Experience in an ITSM environment.
• Experience troubleshooting mobile devices (iOS and Android) and administering an MDM platform (Intune, Ivanti/MobileIron).

Pulled from the full job description

• 401(k) matching
• Health savings account
• Flexible spending account, * Competitive pay and a matching 401(k) plan
• Flexible spending accounts/Health Savings Account
• Reimbursement plan for the company Bring Your Own Device (BYOD) Policy
• Vacation, Company Holidays, and Sick Days

Bigge provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, military or veteran status.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bigge Crane and Rigging has been elevating America since 1916. With over 1,800 cranes and a coast-to-coast presence, we buy, sell, rent, operate, and maintain one of the largest, most advanced crane fleets in the country. We’ve played a role in building some of America’s most iconic landmarks and earned a reputation for doing it right-with performance, precision, and accountability.