Systems Support Associate

Systems Support Associate

Provide front-line technical support to team members with a customer service focus, assisting in resolving or escalating concerns related to networks, hardware, software, etc.

Principal Duties and Accountabilities:

• Provide customer solution consulting to team members in all regions through a variety of communication channels (email, phone, chat, face-to-face).
• Troubleshoot, diagnose, and resolve help desk tickets in a team-orientated environment, collaborating with the IT team and escalating as appropriate.
• Complete documentation in the helpdesk ticketing system on all work performed.
• Support process compliance.
• Install and configure software or hardware updates or patches.
• Evaluate and resolve network connectivity or communications systems issues.
• Ensure systems and workstations are compliant with organizational policies and security standards.
• Set up and deploy new user workstations or accounts.
• Assist with asset tracking as well as inventory procurement and management.

Education:

• High School Diploma or equivalency required.
• Bachelor's degree in Computer Systems / Information Technology or equivalent preferred.

Experience:

• 1-3 years desktop support experience in a Microsoft Enterprise environment with 100+ employees.
• Experience in mechanical, specialty trades contractor, or large general construction industry is a plus.

Knowledge, skills, and abilities:

• Knowledge of:
• Network based applications such as: Exchange, AD, application license managers, etc.
• Hardware (printers and plotters, VOIP phone systems, PC hardware, iPads, cell phones)
• Applications (MS Office, IE, Chrome, Bluebeam, Skype, Autodesk Collection)
• Components in LAN/WAN networks.
• Skills:
• Professionalism, Customer service, Documentation, Troubleshooting, Communication, Intrapersonal, Collaboration, Organizational.
• Abilities
• Communicate at a high level with the IT team members and customers.
• Manage customer expectations.
• Prioritize and manage multiple tickets and maintain calm under pressure.
• Take full responsibility for ensuring the correct and timely resolution of tickets.
• Present information and respond to questions from groups of managers and customers.
• Develop and foster effective relationships.
• Communicate and collaborate effectively, verbal and written.
• Operates with a keen sense of detail with urgency – results driven.
• Desire for continuing education to foster individual skills development.
• Responsible for end user training on standard issue equipment and common applications.
• Work on our production floor or at jobsites, always with safety as the priority.
• Explain complex technical issues in language suitable for all team members regardless of computer/technical experience.
• Work as a team to manage inventory at multiple locations: record and track purchases, unpack and shelve new stock, maintain database.

Physical and/or travel demands:

• Work outside of normal business hours as required to maintain customer satisfaction.
• Frequent use of computer, including keyboard, viewing monitor for extended periods of time, physically moving throughout the office, jobsite trailer, or work area with infrequent use of a ladder or extended kneeling, crawling, etc. to complete IT related network cabling, equipment installation, and troubleshooting.
• Frequent lifting, bending, stooping, reaching while handling computer equipment.
• Travel as required to conferences and continuing education.
• Occasional day trips between construction job sites, offices and manufacturing facilities.

Benefits and Compensation:

• The range for this position has been established at $24.50 hr to $34 hr per hour and is U.S. Engineering's good faith and reasonable estimate at the time of the posting. The compensation offered to the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, experience, education, specialty, and training. Compensation for this role includes a base salary complemented by commission opportunities based on the