Position 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 Abileen area, local subsidiaries, and construction jobsites.

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, few on-prem application servers, cloud applications, local and network devices.

·        Installs and maintains software/equipment/networks at jobsites and offices.

·        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 onboarding and provisions assets following established best practices.

·        Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.

·        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 requesters needs, within DPR standards.

·        Implement and follow jobsite standardization practices.

·        Work with service providers and trade partners to install and implement jobsite technologies.

·        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.

·        Flexibility to occasionally travel and work after hours or weekends, if needed.

·        Troubleshoot various technical issues as level 1, level 2, or level 3 support.

·        Coordinate and track IT project deadlines and tasks.

Position Requirements

Skills

·        Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP, FTP/SFTP, HTTPS)

·        Able to support video conferencing and scheduling hardware/software

·        Experience supporting Dell/Lenovo/Microsoft workstations and peripherals

·        Able to support Mobile devices (iOS/Android)

·        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

·        Experience with Meraki a plus

·        Experience with Microsoft Teams a plus

·        Experience with Poly VC / VOIP a plus

·        Experience with Microsoft Intune a plus

·        Experience with Autopilot a plus.

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

§  ECMS (Meraki) a plus

Experience

§  5+ years experience in Technical Support role

§  2+ years experience in a Field Support role

§  AEC industry experience a plus

Work Conditions

§  Primarily based in the Abileen area at local sites.

§  There may be occasional travel domestically.

§  This position is hourly. Overtime by approval only.

§  Ability to lift 50 lbs.