Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
Job Description
Blackstone is seeking a highly skilled and dedicated individual to join our Global Technology Support team in New York. In this role, you’ll support our onsite user community by ensuring a seamless experience through accurate asset tracking, timely deployments, and proactive break-fix support. You’ll play a key role in reducing issues linked to new technology rollouts and collaborate with BX Technology experts to improve workflows.
The ideal candidate will have hands-on experience with ServiceNow and a solid understanding of hardware lifecycle management. You’ll maintain inventory, manage deployments across AMER, conduct audits, and deliver in-person, white glove support—particularly for senior stakeholders—while working closely with vendors and internal teams.
Key Responsibilities:
- Manage and maintain hardware asset inventory within ServiceNow, ensuring accurate tracking and reporting across AMER.
- Conduct regular audits to ensure compliance with inventory management policies and reconcile discrepancies.
- Monitor ticket queues in ServiceNow, prioritize support tickets based on urgency, and respond promptly to break-fix issues.
- Troubleshoot PC, iOS, Windows 11, hardware, software, Microsoft O365, and Zoom-related problems.
- Install and configure computer systems and applications within the company.
- Provide in-person support to end users, delivering high-touch, white glove service.
- Oversee the deployment of hardware assets to end users, ensuring a seamless and professional experience.
- Liaise with Infrastructure and Application teams on escalated issues.
- Maintain accurate documentation of asset activities, incidents, and ticket resolutions.
- Create and maintain Knowledgebase articles.
- Assist with onboarding new hires and ensure their technology is provisioned and ready.
- Work with third-party vendors and procurement teams to secure and manage hardware orders.
- Collaborate with internal teams to ensure best practices in asset lifecycle and IT support.
Qualifications:
- Proven experience using ServiceNow, particularly the asset management module.
- Strong knowledge of hardware asset management and lifecycle processes.
- Hands-on troubleshooting experience with a variety of IT hardware and software platforms.
- Excellent problem-solving skills and technical troubleshooting ability.
- Strong communication skills, both written and verbal, with a focus on high-end customer service.
- Comfortable engaging with stakeholders at all levels, including senior executives.
- Highly organized with strong attention to detail and ability to follow and create structured processes.
- Ability to work independently and collaboratively in a fast-paced, high-demand environment.
- Self-starter with the drive to learn, grow, and add value to the team.
- Flexible and team-oriented, with the ability to meet deadlines and perform under pressure.
