IT Support Specialist

4 weeks ago

Austin, Texas, United States DPR Construction Full time
Job Summary

This is an on-site position responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The IT Field Engineer will work as a part of a team to support employees located in the Abilene area, local subsidiaries, and construction jobsites.

Key Responsibilities
  • Interact with customers 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 workstations, mobile devices, on-prem application servers, cloud applications, local and network devices.
  • Install and maintain software/equipment/networks at local jobsite.
  • 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.
  • Provides IT training during onboarding and provisions assets following established best practices.
  • Provide relevant input for technical and process improvements to contribute to 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 team to design and implement infrastructure according to company standards.
  • Liaison with project managers to plan for jobsite IT needs during 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 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.
RequirementsSkills
  • Excellent organizational and interpersonal 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.
  • 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.
  • 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
  • On-site position. No remote or hybrid option.
  • Primarily based in the Abilene area at local site.
  • This position is hourly. Overtime by approval only.
  • 40 hours a week.
  • Ability to lift 50 lbs.

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