Infrastructure Service Technician
Infrastructure Service Technician
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Job Description
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Job Summary
The Technician works with little guidance and direction and can serve as the first line of assistance and/or an escalation resource when internal customers encounter problems with systems equipment devices and technology that are connected to our internal network. The role identifies problems in difficult situations and assesses using non-standard procedures. This includes the administration of complex service tickets and incident requests. The Technician will ensure the systems and standards are employed across the company and support the needs of the evolving business. The role will also be responsible for traveling to support incidents & service requests. The Technician must display good judgment in determining if they can resolve the associates issue immediately or ifthe problem requires escalation to a higher-level technician. The Technician will work with users remotely as well as in-person at deskside and within our Tech Central onsite support location.- Complete tickets within SLAs by providing face-to-face or remote support including complex escalations. Handle break/fix moves adds changes and deployments. Troubleshoot and resolve daily issues for internal associates. Escalate complex problems work with vendors and carriers and support Executive Leadership Team technology needs as required. - (30%)
- Assist with the design support and maintenance of computing devices per client standards. Ensure compliance with policies procedures and security standards. Maintain asset tracking for audits. Handle monthly backups system maintenance and repairs. Use remote monitoring to identify and resolve issues and report on IT solution usage and growth needs. - (30%)
- Ensures that all system components and software are protected from known vulnerabilities by installing applicable vendor-supplied security patches. Installs critical security patches within one month of release. Works with internal partners ensure that there is no risk to our business. - (15%)
- Utilizes ServiceNow and other ITSM tools to manage Technology related efforts. These include but not limited to Incidents Service Requests Change Requests Asset Management and Knowledge Management. - (15%)
- Identify gaps and risks in operations equipment and disaster recovery. Create and maintain platform documentation. Collaborate with technical SMEs to ensure best practices during new product implementation and system integration. Provide training to lower-level technicians. Develop documentation for ticket resolution. Serve as an escalation point and assist with job shadowing as needed. - (10%)
Minimum Qualifications
- High School Diploma or GED.
- 3 years of experience in a Service Desk End User Support Customer Service or similar technical roles.
Preferred Qualifications
- Associates Degree in IT Technology Computer Science or related fields.
- CompTIA A CompTIA Network Microsoft Certified Solutions Associate (MCSA)or equivalent certification/work experience.
- 4 years of technical experience in a corporate environment supporting knowledge workers and call center.
Skills
- Building Partnerships
- Cross-Functional Communications
- IT Service Management (ITSM)
- ITIL Processes
- Jamf Pro
- Microsoft Endpoint Configuration Manager
- Microsoft Intune
- Microsoft Office
- Mobile Telephones
- ServiceNow Platform
- VMware VDI
Reports To: Manager and above
Direct Reports: 0
Work Environment
- Required to work onsite full-time within 60 miles of a posted Bread Financial location.
Travel
- Ability to travel up to 5% annually
Physical and Mental Requirements
To perform this job successfully an individual must be able to perform each essential job function satisfactorily and meet the physical mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions absent undue hardship.
- Communicate/Hearing
- Communicate/Talking
- Move/Traverse
- Reaching
- Standing
- Stationary Position/Seated
- Transport/Lifting - 50 lbs.
- Typing/Writing
- Focus and complete tasks in situations that have a speed or productivity metric
- Maintain focus in high pressure or fast-paced work environment
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time the Company reserves the right to add and/or delete essential functions from this job at any time.
Typical Pay Range:
$26.55 - $48.05Full Pay Range for position:
California: $30.50 - $60.10Colorado: $26.55 - $50.45New York: $29.20 - $60.10Washington: $27.85 - $55.25Maryland: $27.85 - $52.85Washington DC: $30.50 - $55.25Illinois: $26.55 - $52.85New Jersey: $30.50 - $55.25Vermont: $26.55 - $48.05The actual base pay within this range may be dependent upon many factors which may include but are not limited to work location education experience and skills.
Bread Financial offers medical prescription drug dental vision and other voluntary benefits (including basic and optional life insurance supplemental medical plans and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates both full time and part time can immediately enroll in Bread Financials 401(k) plan.
All associates receive 11 paid holidays. Full-time hourly associates receive a bi-annual grant of Paid Time Off (PTO) in each January and July based on their service date and scheduled hours whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO up to 40 hours paid out in the next calendar year (except associates in Alaska California Colorado Montana and Nebraska who are paid for all unused PTO). Additionally hourly associates (except those in California) generally receive 72 hours of Paid Sick Leave Plus (PSL) per calendar year with a pro-rated grant in the associates first year of employment to the extent allowed by applicable law. If additional PSL is required in a particular jurisdiction the company with comply with applicable law. Unused PSL does not carry over from one calendar year to the next unless required by applicable law. Instead of PSL hourly associates in California receive 80 hours of Paid Sick and Safe Time (PSST) upon hire and at the beginning of each subsequent calendar year.
Hired associates will be able to elect the purchase company stock during offering periods in June and December.
Click here for more Benefits and PTO information.
About Bread Financial
At Bread Financial youll have the opportunity to grow your career give back to your community and be part of our award-winning culture. Weve been consistently recognized as a best place to work nationally and in many markets and were proud to promote an environment where you feel appreciated accepted valued and fulfilledboth personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
To learn more about Bread Financial our global associates and our sustainability commitments visit or follow us on Instagram and LinkedIn.
- Bread Financial offers competitive pay a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants including those with a criminal history in a manner consistent with the requirements of all applicable federal state and local laws including the Los Angeles Fair Chance Initiative for Hiring Ordinance the San Francisco Fair Chance Ordinance and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA) as amended and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability you may request an accommodation at any time. Please contact the Recruiting Team at .
Job Family:
Information TechnologyJob Type:
RegularRequired Experience:
IC
Employment Type
Full-Time
