Information Technology Support Technician

3 weeks ago

Walnut Creek, United States Carollo Engineers Inc. Full time

Overview:
Carollo Engineers is an internationally recognized environmental engineering firm that specializes in the planning, design, and construction of water and wastewater facilities. We are seeking an Information Technology Support Technician to help with proivding support to our end-users as well as a variety of day to day IT Support tasks.

At Carollo you’ll make an impact at an organization that does meaningful work, fosters a collaborative team culture, and creates a diverse, inclusive environment where you feel like you belong. You’ll work alongside a collaborative and dynamic team of professionals that is truly passionate about our work. Carollo’s vision is to be the BEST water consulting firm and you’ll find that Carollo is also the best place for you to build your career.

**Responsibilities**:

- Manage ticketing system queue and resolve in a timely manner.
- Provide input and recommendations for the acquisition, deployment, adoption, usage, operations, maintenance and management of desktop hardware and software technologies & tools.
- Installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train end-user on IT related equipment and software/tools.
- Provides expert and creative solutions to end-user desktop hardware, software challenges; Research, resolve and respond to inquiries based on processes, policies, and standards; escalate issues as required.
- Responsible for acquiring, maintaining, and expanding knowledge of relevant products, current support policies, and methods of support delivery, to provide technically accurate solutions to users; attend training as applicable.
- Manage, lead, own and/or participate in IT projects and tasks as outlined by management.
- Travel to other Carollo offices to provide support (up to 25% of time), Regional IT Desktop end-user support for other locations.

Qualifications:

- 2 - 4 years of professional experience in IT support.
- Advanced knowledge of PC hardware/software principles and operating systems such as Windows 10 / 11. Experience with Mac OS a plus.
- Experience in the use and support of productivity software such as Microsoft Office 365 a plus.
- Foundation knowledge and skills to support Microsoft Outlook in an Exchange environment - troubleshooting client profile/setup issues, archiving etc.
- Knowledge and experience in the use of Microsoft imaging SCCM / MECM (Current Branch) for effective management of PC (& servers), software deployments, updates, configuration, imaging, policy and settings and monitoring system status. Generate and maintain documents, knowledge base articles, How-To’s, FAQ’s and reports to support daily operations.
- Experience in the setup and support of multi-function network printers/scanners/copiers and plotters.
- Experience in the use, setup, support and problem diagnosis and issue resolution of hand-held devices including but not limited to Apple iPhone, Android smartphones and tablet devices such as Apple iPad, Microsoft Surface Pro, Samsung Galaxy / Android based devices.
- Knowledge and skills to support anti-virus, anti-spam solutions (Microsoft SCEP, McAfee) for desktop, laptop & tablet end points.
- Ability to take initiative, plan effectively to anticipate and prevent potential user/customer problems.
- Adequate foundation skills in Microsoft Server Operating systems (Windows 2019 / 2016 / 2012), Active Directory Administration, DFS, DHCP and IIS etc.
- Foundation network (LAN/WAN/TCPIP) troubleshooting and diagnostics skills and knowledge of basic networking principles including wireless, VPN technologies.
- Experience with audio visual equipment as it relates to connecting PCs to projectors and other conference room AV equipment including documentation. Experience with Crestron, Mersive Solstice Pod, Yealink, Meeting Owl, Barco Clickshare and Microsoft Teams a plus.
- Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting.
- Must have excellent organization and technical documentation skills including accurate data entry skills.
- Ability to work calmly under pressure and meet deadlines; solve problems requiring creativity, initiative, and drive; self-motivated and a sense of pride in their accomplishments.
- Ability to organize projects and tasks according to priorities and work extended periods of time at a terminal or PC using a keyboard and mouse.
- Must be able to lift up to 30 - 50lbs.
- The ability to work independently or as part of a team.

Preferred Qualifications:

- Experience with Microsoft Teams.
- Experience with Microsoft Office 365.
- Experience with Mac OS a plus.
- Experience with MDM a plus.
- Experience with MFA a plus.
- Experience with Office Moves a plus.
- Experience with SCCM / MEMCM a plus.

Pay Range:
$34.00 to $38.00 per hour. This is the lowest to highest salary we

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