Deskside support Location: Maple Grove/Arden Hills, MN Contract

Deskside support
Location: Maple Grove/Arden Hills, MN
Contract

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• Follows established Knowledge Base articles and procedures; identifies outdated or incomplete information and contributes draft content or technical details for KB updates and new articles.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.