Site Support Technician I

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:   Grade: Services 207 Pay Range: $24.32 - $35.28 Job Description The Site Support Technician I provides the company with essential IT services such as basic troubleshooting, break/fix operations, deskside support, walk up support, OS, software, hardware, and accessory support and provisioning. Duties also include fulfilment services such as packing, shipping, receiving, and computer cleanup. The Site Support Technician I will also work from a ticketing queue to accomplish the same work. They will be expected to keep excellent up-to-date notes and documentation. The Site Support Technician I will provide professional and prompt customer service in all activities. They will work directly with all levels of staff including executives and their assistants. The direct customer service nature of this position requires work on-site during hours of operation. The scope of this position is generally well-defined but will also require the technician to be self-motivated and self-sufficient.   Essential Functions and Responsibilities: Assign and escalate inbound tickets appropriately within the team. Monitor for inbound interactions in ServiceNow, flipping to appropriate ticket type (incident/request) Monitor own ticket assignments to fulfil requests and resolve issues. Troubleshoot employee issues via email, IM, phone call, utilizing screen share and remote access tools as necessary. Provide deskside support including desk & office equipment setups and Tier I audiovisual support in conference rooms. Assist with covering front desk for walk-up issues and requests. Assist with temporary access badge requests. Escalate issues to a Technician II/III when appropriate. Monitor Teams channels for escalations, issue trends, and support reach outs. Provision laptop computers as needed for urgent replacements and equipment refresh. Fulfil hardware requests via locker system or shipping to staff. Assist with equipment deliveries, stocking shelves, stockroom organization and cleanliness. Assist with on-site printer consumable replenishment and meter reads as needed. Process returned equipment – redeploy, repurpose, or recycle. Facilitate daily FedEx pickups. Assist employees with equipment returns by providing FedEx drop off options, shipping labels, or packing materials. Apply organizational policies and procedures and develop creative solutions to solve issues. Performs other related duties as assigned. Knowledge, Skill and Abilities: Excellent verbal and written communication skills. Demonstrates high standard of ticket management by communicating and following well documented troubleshooting steps. Ability to understand and foster change that takes place in areas of support for employees and