Role: Deskside Support
Location: Maple Grove/Arden Hills – Minnesota (MN)
Job Description:
KEY RESPONSIBILITIES
• Provides responsive IT support to end users through phone, email, chat, approved remote-support tools, and face-to-face interactions.
• Diagnoses and resolves defined, straightforward issues involving computers, peripherals, printers, telephony devices, operating systems, cybersecurity applications, web browsers, Microsoft 365 applications and add-ins, VPN client software, Software Center applications, and other supported business applications.
• Uses established procedures, proven troubleshooting methods, and available organizational knowledge to understand issues, select solutions from approved options, validate results, and document completed work.
• Follows established Knowledge Base articles and procedures; identifies outdated or incomplete information and contributes draft content or technical details for KB updates and new articles.
• Documents and maintains incidents, service requests, tasks, asset transactions, and assigned project activities in ServiceNow and other approved tracking tools in accordance with established standards.
• Performs standard hardware and software installations, moves, additions, changes, upgrades, and deployments using approved processes.
• Maintains accurate, real-time hardware deployment, return, and inventory records in ServiceNow Asset Management.
• Assigns, tracks, and maintains emergency loaner laptops for internal employee use in accordance with established procedures.
• Identifies recurring user issues and communicates trends or concerns to senior technicians, appropriate support teams, or leadership for further investigation.
• Collaborates with related technical teams and follows established escalation procedures for unresolved, system-level, infrastructure, application, or security-related issues.
• Contributes technical issues, service updates, and validated resolutions to approved collaboration platforms, including Microsoft Teams, Viva Engage or Yammer, and SharePoint.
• Participates in onsite, offsite, and virtual technology support for executive meetings and business-critical events under established procedures or guidance.
• Assists with technology demonstrations, orientation sessions, and employee training.
• Supports eBar activities, as applicable, by following established setup, validation, troubleshooting, and operational support procedures.
• Assists with the secure preparation and disposal of electronic equipment through approved third-party vendors and documented company processes.
• Builds quality into all aspects of work by complying with applicable quality requirements, documented procedures, cybersecurity controls, and asset-management standards.
• Performs other related duties and assignments as directed by BSC IT Leadership.
Functional Knowledge
Applies established analytical skills and technical knowledge to perform a defined range of activities and assignments.
Business Expertise
Understands how assigned responsibilities relate to the immediate team and how the team works with related support groups.
Leadership
Manages assigned workload under regular but moderate supervision and guidance. Focuses on developing technical capabilities and consistent process execution.
Problem Solving
Uses established procedures, proven processes, and available KB articles to resolve defined and straightforward issues. Evaluates and selects solutions from approved options and escalates exceptions appropriately.
Impact
Impacts the immediate team through the accuracy, timeliness, and quality of the services and information provided.
Interactions and Communications
Communicates information requiring some explanation or interpretation, typically within the immediate team or department.
