Job Description
Job DescriptionSalary:
Introduction
Bigge Crane and Rigging has been elevating America since 1916. With over 1,800 cranes and a coast-to-coast presence, we buy, sell, rent, operate, and maintain one of the largest, most advanced crane fleets in the country. Weve played a role in building some of Americas most iconic landmarks and earned a reputation for doing it rightwith performance, precision, and accountability.
Job Overview
This rolereports tothe End User Services manager. This is not a remote position; onsite support isrequired.Responsibilities also include on-site and remote technical support to keep our employees productive andourinformation secure.This role is expected to provide excellent customer service while takingresponsibility forassistingusers in solving their day-to-day support issuesanddeterminingroot cause.
Responsibilities
- Serve as an escalation point for Level 1 technicians, resolving hardware, software, and network issues of moderate complexity that have been escalated from the front line.
- Mentor and coach Level 1 technicians sharing knowledge, reviewing tickets, and helping them build troubleshooting skills.
- Recognize when an issue exceeds Level 2 scope and escalate to senior staff, engineering, or vendors with clear, well-documented handoffs.
- Take ownership of end-user service requests and manage them through resolution, meeting defined priorities and SLAs.
- Respond to queries and service requests through the ticketing system according to established priorities and policies.
- Provide onsite and remote support for end users across multiple work settings and environments.
- Troubleshoot, install, and configure hardware and peripherals such as desktops, laptops, monitors, printers, disk drives, and scanners.
- Install and configure software, apply upgrades and patches, and resolve related problems.
- Support and troubleshoot mobile devices (iOS and Android) within the organization's MDM platform.
- Administer Microsoft 365 (user/license management, Exchange Online, SharePoint/Teams) and assist with Entra ID (Azure AD) tasks.
- Set up and support A/V and conferencing equipment for meetings, training, and Microsoft Teams Rooms.
- Provide attentive support to executive and senior staff, maintaining composure under pressure.
- Perform IT asset tasks deployment, tracking, maintenance, and decommissioning following established lifecycle processes.
- Create and maintain IT documentation, including knowledge-base articles that help Level 1 resolve issues independently.
Requirements
- 35 years in a technical support or service desk role, with demonstrated experience handling escalated (Level 2) tickets
- Experience mentoring, coaching, or serving as an escalation point for junior (Level 1) technicians.
- Experience supporting executive or senior leadership (preferred)
- Keen attention to detail, with consistent follow-through and follow-up on open issues.
- High degree of customer service focus and strong communication skills.
- Proven ability to troubleshoot and resolve hardware, software, and network issues of moderate complexity, and to recognize when an issue should be escalated to senior staff or engineering.
- Ability to present technical information in understandable form for non-technical recipients.
- Working knowledge of Microsoft 365 administration (user/license management, Exchange Online, SharePoint/Teams) and strong familiarity with Entra ID (Azure AD).
- Experiencein an ITSM environment.
- Experience troubleshooting mobile devices (iOS and Android) and administering an MDM platform (Intune, Ivanti/MobileIron).
Benefits
- Competitive pay and a matching 401(k) plan
- Flexible spending accounts/Health Savings Account
- Reimbursement plan for the company Bring Your Own Device (BYOD) Policy
- Vacation, Company Holidays, and Sick Days
Biggeprovidesequalemploymentopportunities(EEO)toallemployeesandapplicantsforemploymentwithoutregardtorace,color,religion,sex,nationalorigin,age,disability,genetics,militaryorveteranstatus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.