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Job Summary

The Technician works with little guidance and direction and can serve as the first line of assistance and/or an escalation resource when internal customers encounter problems with systems, equipment, devices, and technology that are connected to our internal network. The role identifies problems in difficult situations and assesses using non-standard procedures. This includes the administration of complex service tickets and incident requests.  The Technician will ensure the systems and standards are employed across the company and support the needs of the evolving business.  The role will also be responsible for traveling to support incidents & service requests.  The Technician must display good judgment in determining if they can resolve the associate's issue immediately or if the problem requires escalation to a higher-level technician. The Technician will work with users remotely as well as in-person at deskside and within our Tech Central onsite support location.

 

Essential Job Functions

• Complete tickets within SLAs by providing face-to-face or remote support, including complex escalations. Handle break/fix, moves, adds, changes, and deployments. Troubleshoot and resolve daily issues for internal associates. Escalate complex problems, work with vendors and carriers, and support Executive Leadership Team technology needs as required. - (30%)
• Assist with the design, support, and maintenance of computing devices per client standards. Ensure compliance with policies, procedures, and security standards. Maintain asset tracking for audits. Handle monthly backups, system maintenance, and repairs. Use remote monitoring to identify and resolve issues, and report on IT solution usage and growth needs. - (30%)
• Ensures that all system components and software are protected from known vulnerabilities by installing applicable vendor-supplied security patches. Installs critical security patches within one month of release. Works with internal partners ensure that there is no risk to our business. - (15%)
• Utilizes ServiceNow and other ITSM tools to manage Technology related efforts. These include, but not limited to, Incidents, Service Requests, Change Requests, Asset Management, and Knowledge Management. - (15%)
• Identify gaps and risks in operations, equipment and disaster recovery. Create and maintain platform documentation. Collaborate with technical SMEs to ensure best practices during new product implementation and system integration. Provide training to lower-level technicians. Develop documentation for ticket resolution. Serve as an escalation point and assist with job shadowing as needed. - (10%)

Minimum Qualifications

• High School Diploma or GED.
• 3+ years of experience in a Service Desk, End User Support, Customer Service or similar technical roles.

Preferred Qualifications

• Associate's Degree in IT, Technology, Computer Science, or related fields.
• CompTIA A+, CompTIA Network+, Microsoft Certified Solutions Associate (MCSA) or equivalent certification/work experience.
• 4+ years of technical experience in a corporate environment supporting knowledge workers and call center.

Skills

• Building Partnerships
• Cross-Functional Communications
• IT Service Management (ITSM)
• ITIL Processes
• Jamf Pro
• Microsoft Endpoint Configuration Manager
• Microsoft Intune
• Microsoft Office
• Mobile Telephones
• ServiceNow Platform
• VMware VDI

Reports To: Manager and above

Direct Reports: 0

Work Environment

• Required to work onsite, full-time within 60 miles of a posted Bread Financial location.

Travel

• Ability to travel up to 5% annually

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing
• Communicate/Talking
• Move/Traverse
• Reaching
• Standing
• Stationary Position/Seated
• Transport/Lifting - 50 lbs.
• Typing/Writing
• Focus and complete tasks in situations that have a speed or productivity metric
• Maintain focus in high pressure or fast-paced work environment

Other Duties

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