PRIMARY RESPONSIBILITIES:

• Document all technical activities, solutions, and interactions.
• Ensure tickets are created in the ITSM system.
• Maintain open communication with colleagues to keep them updated on ticket status, including escalated tickets.
• Maintain ticket SLA ownership and adhere to ticket hygiene standards to ensure timely resolution and accurate documentation.
• Communicate with colleagues and educate on best practices for IT system usage and security.
• Troubleshoot workstation hardware, software, and driver issues.
• Identify potential software, hardware, and network issues and promptly report them to the appropriate Baldwin IT team.
• Setup desks for new hires and moves, including cable management of existing desks.
• Prepare, image, and deploy laptops for new hires and replacement devices.
• Support Autopilot device enrollment and provisioning.
• Manage the full lifecycle of IT assets, including device provisioning, inventory tracking, retrieval of equipment from departing colleagues, and secure data wiping of decommissioned devices.
• Install, configure, and upgrade computer hardware and software.
• Prepare meeting rooms prior to meetings, ensuring all hardware is fully operational.
• Troubleshoot conference room audio/visual equipment and technology issues.
• Troubleshoot printer issues, including production and booklet printers, and contact vendor support to schedule maintenance when needed.
• Assist colleagues with work-related cell phone issues, including Intune, Outlook, and other enterprise-deployed applications.
• Assist with other hardware and technology needs within the office.
• Provide support for Business Continuity and Disaster Recovery (BCDR) activities as needed, given the office's role as a key regional location.
• Assist with office technology projects, including office build-outs, installations, relocations, and office decommissioning efforts.
• You may be asked to support tickets for other regions when needed.
• Travel up to 25% to support offices across Texas, Louisiana, and Oklahoma.
• Continuously learn about emerging technologies and industry trends.
• Communicate onsite issues and information to other Baldwin IT colleagues and leadership.
• Communicate technology changes and updates to colleagues you interact with.
• Document issues or challenges encountered during project rollouts.
• Provide feedback to project managers.
• Maintain reliable attendance, punctuality, and responsiveness to meet business and colleague support needs.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to work independently and demonstrate a high level of judgment when prioritizing IT support requests and activities.
• Strong time management and organizational skills.
• Ability to communicate effectively with non-technical colleagues.
• Strong customer service mindset and commitment to delivering an exceptional colleague experience.
• Basic understanding of Windows and macOS operating systems.
• Basic understanding of Microsoft 365.
• Familiarity with computer imaging and deployment processes, including MDT and Autopilot.
• Diagnose and troubleshoot meeting room and conference room AV technology issues.
• Troubleshoot laptops, monitors, docking stations, printers, and other peripheral devices.
• Understand how to deploy and support MDM solutions on mobile devices (Android and iOS).
• Knowledge of IT asset management and inventory tracking practices.
• Familiarity with ITSM systems, ticket management processes, SLA expectations, and ticket documentation standards.

EDUCATION & EXPERIENCE:

• High School diploma or equivalent.
• 1-2 years of IT-related customer service or desktop support experience, preferably in an enterprise environment.
• Experience supporting endpoint hardware, asset management, and device deployments is preferred.
• Experience supporting conference room AV equipment and printer technologies is preferred.
• CompTIA A+ and CompTIA Network+ certifications preferred.