Job Summary

This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will work as a part of a team to support employees located in the Sacramento area, local subsidiaries, and construction job sites.

Responsibilities

• Interacts in person, via telephone, email, IM, and web interface to assist users
• Analyze, prioritize, troubleshoot, and resolve technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs
• Support includes the diagnosing and troubleshooting of the company’s technology, including, but not limited to workstations, mobile devices, client-server applications, cloud application, local and network devices.
• Installs, troubleshoots and maintains software/equipment/networks at jobsites and assigned regional office
• Responsible for scheduling and organizing visits to jobsites and offices in area of responsibility
• Responsible for creation, tracking, and resolving incidents and tasks in Samanage.
• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at jobsites
• Responsible for maintaining company security through established tools.
• Involved in company-wide IT projects providing input and deliverables in all phases.
• Follows ITIL processes for incident and problem management.
• Documents best practices and known fixes in Samanage knowledge base.
• Provides IT training during new hire orientations and provisions assets following established best practices
• Participates in software installations and upgrades
• Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the IT organization.
• Takes the initiative to work with other cross functional IT team members to improve the quality of service
• Remains current on technology, especially mobility solutions for business needs.
• Works with jobsite teams to design and implement infrastructure according to company standards
• Liaison with business project estimators and project managers to plan for jobsite IT needs during preconstruction phase and throughout the project lifecycle.
• Determine, recommend, procure, and execute which products or services best fit the customers’ needs
• Implement and follow jobsite standardization practices.
• Work with service providers to install and implement jobsite technologies. e.g. Internet circuits
• Responsible for mobilization and demobilization of IT equipment at jobsites.
• Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved,
• including communication and root cause analysis.
• Create a positive support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude

Information Technology

• Flexibility to travel and work after hours or weekends, if needed.
• Troubleshoot various technical issues as level 1, level 2 or level 3 support

Position Requirements

• Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (DHCP, FTP/SFTP, HTTPS, TCP/IP)
• Good understanding of wireless connectivity. Experience with Meraki a plus.
• Able to generate scripts, batch files and command line utilities for automation and workflow.
• Able to support video conferencing and scheduling hardware/software
• Experience supporting Dell/Lenovo/Microsoft workstations and peripherals.
• Able to support Mobile devices (IOS/Android).
• Experience with Microsoft Intune a plus.
• Skilled in Microsoft office 365 and supporting diverse applications
• Ability to react quickly and efficiently to high pressure situations
• Expert in troubleshooting and root cause analysis
• Excellent organizational and interpersonal skills.
• Team player, accepts & seeks feedback
• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers and suppliers
• Work effectively as a team contributor on all assignments
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations

Education

• AA degree in Computer Science or related field preferred, or equivalent related work experience
• ITIL Foundation certification preferred
• CompTIA A+ and Network+ preferred
• CCNA or MCSA certifications a plus

Experience

• 3+ years experience in Technical Support role
• 1+ years experience in a Field Support role
• AEC industry experience a plus