Technical Support Technician

The HQ Technical Support Technician (HQTS) is a customer-focused IT professional responsible for providing responsive, hands-on technical support to employees at Express Employment International headquarters. As a key member of the IT team, this role serves as a primary support resource, managing requests through ServiceNow, email, phone, and in-person interactions. Beyond troubleshooting and issue resolution, the HQTS plays an integral role in onboarding new employees, deploying and maintaining technology assets, managing equipment inventory and recirculation, and ensuring IT workspaces, storage areas, and labs remain organized and operational. This is an ideal opportunity for a proactive technician who enjoys delivering excellent customer service while contributing to efficient IT operations and a positive employee experience.

This position sits within our Oklahoma City based corporate office, currently with an expectation to be onsite 100% of the time.

RESPONSIBILITIES

End-User Technical Support

• Respond to HQTS support requests via email, phone, ServiceNow, and walk-up support
• Troubleshoot hardware, software, application, and access issues
• Provide remote and onsite support to HQ users
• Communicate clearly with users regarding issue status and resolution
• Escalate issues to appropriate IT teams as needed

New User Deployment & Onboarding

• Prepare, configure, and deploy user equipment for new hires
• Ensure systems are fully functional prior to employee start dates
• Coordinate with HR, hiring managers, and IT teams to meet onboarding timelines

Inventory Intake, Recirculation & Asset Handling

• Receive and process returned IT equipment
• Wipe, reset, and prepare devices for redeployment following security standards
• Track equipment status and lifecycle

Storage, Labs & Equipment Organization

• Maintain clean and organized IT storage and lab spaces
• Stage equipment for deployment and recirculation
• Monitor inventory levels and coordinate with the Equipment team to ensure adequate stock

Collaboration & Process Support

• Collaborate with HQTS team members for coverage and workload balance
• Follow IT documentation, ticketing, and process standards
• Identify opportunities for process improvement

EDUCATION & EXPERIENCE QUALIFICATIONS

• Bachelors degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent combination of education, certifications, and relevant hands-on experience will be considered in lieu of a degree
• CompTIA A+ certification, or ability to obtain within 6-12 months strongly preferred
• Certifications preferred: A+, Network+, M365 Fundamentals, ITIL Foundation

KNOWLEDGE, SKILLS, OR ABILITIES

• Experience providing IT technical support in a corporate environment
• Working knowledge of Windows devices and Microsoft 365
• Strong troubleshooting and customer service skills
• Ability to manage multiple tasks in a fast-paced environment
• Experience with device deployment and asset management
• Familiarity with ServiceNow or similar ticketing systems
• Experience working in equipment labs or inventory management