Technical Support Specialist

3 weeks ago

Exton, Pennsylvania, United States AtkinsRéalis Full time
About the Role

We are seeking a highly skilled and motivated Technical Support Specialist to join our IT Support team in Exton, PA. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to our employees, ensuring that they have the necessary tools and resources to perform their jobs effectively.

Key Responsibilities
  • Provide technical support and assistance to employees, including troubleshooting and resolving technical issues.
  • Manage and resolve second-line incidents and requests assigned to your queue in Service Now.
  • Deploy desktop computers and peripherals, and record and track assets during deployment according to standards and workflow procedures.
  • Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
  • Troubleshoot a range of technology and telephony issues, investigating, diagnosing faults, and working through to resolution.
  • Support the set-up of new offices, sites, or projects across the local region.
  • Ensure the maintenance of all local equipment rooms and conference room facilities, mitigating risks arising from audits, fire, safety, or other risk assessments.
  • Develop, review, and improve processes to maximize efficiencies within the team.
  • Exhibit a flexible approach to working and provide coverage where necessary.
  • Provide training and guidance to end users.
  • Provide weekly/daily reports/time reporting and updates on current issues.
  • Provide conference room support, including maintaining connections to equipment.
  • Perform floor walks to engage with employees.
  • Maintain sufficient equipment stock to deliver service, including maintaining appropriate records.
Requirements
  • Associate's degree in Computer Science or related field preferred or a minimum of 2 years of experience in IT service principles and processes.
  • High level of proficiency and knowledge of working in a Corporate IT environment.
  • Solid understanding of hardware and software asset management processes.
  • Experience of working to (and exceeding) Service Level Agreements.
  • Broad technical understanding of technology services being supported.
  • Ability to learn, understand, and apply new technologies.
  • Strong business focus and customer service skills.
  • Working knowledge of database/excel structures/tables/configurations.
  • Proven experience of data analysis and good numeracy, analytical, and reporting skills.
  • Works across regional offices.
  • ITIL V3 Foundation Qualification preferred.
  • Strong customer service skills.
  • Certification from Microsoft preferred.
About Us

AtkinsRéalis is one of the world's most respected design, engineering, and project management consultancies. We have been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years. We have the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

What We Offer
  • Competitive salary
  • Flexible work schedules
  • Group Insurance
  • Paid Family Leave
  • Two Floating Holidays
  • Paid Parental Leave (including maternity and paternity)
  • Pet Insurance
  • Retirement Savings Plan with employer match
  • Employee Assistance Program (EAP)
  • Learning and development programs, training, career opportunities, and a highly regarded tuition reimbursement program
  • An inclusive culture of Employee Resources Groups centered around women, African-Americans, Hispanics, LGBTQ+, Neurodiversity, and Emerging Professionals.
  • A Foundation that is employee-funded with a 2-to-1 match from the company providing STEAM education for minorities from K-12 to college.

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