Service Desk Technician - Robert W. Baird & : Job Details

It all starts here! The Service Desk is a centralized entry point and provides escalated troubleshooting for all technology related service requests and support related issues for the Baird IT department.

• Customer service is key! We have over 5,000 users who many need your help! You may be problem solving via phone, email, chat, or in-person. Not everything is a problem. Sometimes our users may have a question or need a little training.

• You are the voice of the user and the team! Our Service Desk folks participate in projects as ambassadors of the user experience and to ensure the solution is supportable by the team.

• Technicians are highly regarded problem-solvers that engage with our users in many different ways from calls, emails, chats, desk-side support, etc. And with 7+ different business units, 200+ locations globally, and tons of new tech - it is never boring! Plus, you get to work with an amazing group of the most kind-hearted and fun people you will ever meet.

We work in a hybrid environment and developers work onsite 2-3 days/week. Baird is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status. Now the important stuff! What do our users expect from the role?

• The first one is pretty simple; they want someone to help them with their technology needs (issue or request) in a kind and courteous manner.
• Troubleshoot their technology ranging from laptops, Surfaces, printers, mobile devices, and more.
• Let them know the expectations when opening tickets and ensures all request/services are executed on-time in accordance with SLAs or what you promised.
• Translate the tech talk into something they can understand.
• Learn and retain knowledge of core hardware standards and applications, as well as new technologies/applications being introduced.
• No one can know everything, so it is important to be able to utilize our knowledge management system and know when to ask for help.

What do our team members expect from the role?

• Keep track of your stuff! Document, track and monitor user incidents and requests in our ticketing system to ensure timely and accurate resolution. And so, we can back you up when you are busy, on projects or on vacation.
• Know when to hold them, know when to fold them. Know when to prioritize, know when to escalate. We will help you with business impact and documented guidelines.
• Your smart, share the love! Help maintain our robust knowledge base ensuring articles are accurate and up to date.
• We are fixers by nature, so we love recommendations on how to improve so we can better assist users and improve our team's overall experience.
• If you see it, let us know. Identify trends with incoming calls so we can initiate incident escalation where appropriate.
• And most importantly, IT is a team sport so be a great team player.

What we need from you:

• Associate's degree in computer science, business or related field (Bachelor's degree preferred)
• 1 to 3 years of IT support experience
• Advanced experience supporting Microsoft Windows O/S and Microsoft Office Suite
• Familiarity with ServiceNow is always a plus
• Strong knowledge of hardware, software, and related technology
• We won't lie, we are busy, and it is never dull. So, we need someone who....
  • Displays high initiative and works well under pressure.
  • Strong work ethic and operates with a sense of urgency. Go Dog Go!
  • Flexible, fast learner with the ability to multi-task
  • Professional, calm, and courteous mannerisms

Few other items...

• Be ready to assist in special projects as needed
• We have multiple shifts to ensure we are available for our users, you may need to work 10am-7pm CT.
• If you like to travel, we have opportunities go to our Baird locations across the United States
• And yes, we are on-call so we need you to be willing to participate in rotational on-call . But it's not that often!

Who we are: Baird is an employee owned, international wealth management, capital markets, private equity and asset management firm with more than 100 offices in the United States, Europe and Asia. Baird has built an environment of trust, respect and teamwork, where associates are our greatest asset. As stated in our Associate Promise, we are passionate about how we achieve great outcomes together for our clients, communities and each other. Committed to being a great place to work, Baird ranked No. 12 on the Fortune magazine 100 Best Companies to Work For in 2018, our fifteenth consecutive year on the list. To learn more about Baird's culture, click here. #DI #LI-YA1 Baird is committed to diversity and provides employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, citizenship, national origin, age, disability, military service, veteran status, sexual orientation, gender identity or expression, genetic information, or any other status protected by law.