Provide on-site technical support for employees in WBD offices through the Tech Bar.
Deliver remote and virtual support using Bomgar/Zoom or other remote tools.
Manage incidents and requests assigned to Workforce Support via ServiceNow, ensuring timely updates.
Utilize IT tools—including Okta admin, Active Directory, Intune, ServiceNow, and Zoom—to resolve issues at the first level.
Accurately and promptly update incidents and requests in the ServiceNow ticket management system.
Communicating with Tier 2 and Tier 3 support teams for incident follow-ups and escalations.
Provide escalation support from Level 1 support using ServiceNow.
Set up and break down IT equipment on desks as needed.
Provide support for Windows, OSX, iOS, and Android operating systems.
Support Apple and Dell devices.
Review Techline and Knowledge Article updates regularly to stay informed about IT changes.
Assist with printing and multifunction printer (MFP) setups within the WBD environment.
Participate in global projects to deliver new services, as required.
Perform other ad hoc responsibilities as requested by the Manager.

Requirements

High school diploma or equivalent required; bachelor’s degree preferred
Minimum of 2 years’ experience in technical support, providing both hardware and software assistance.
Experience managing outages and technical incidents.
Ability to work 100% onsite, with occasional remote work as business needs dictate.
Availability for occasional night and weekend work, as needed (very rare)

Benefits

health insurance coverage
an employee wellness program
life and disability insurance
a retirement savings plan
paid holidays and sick time
vacation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportincident managementhardware assistancesoftware assistanceremote supportIT equipment setuptroubleshootingticket managementdevice supportoperating systems support

Soft Skills

communicationproblem-solvingteam collaborationcustomer serviceadaptabilitytime managementattention to detailescalation managementorganizational skillsinterpersonal skills

Certifications

high school diplomabachelor's degree