What We're Looking For
Provide prompt, friendly, customer-focused office Support:
Prioritize, manage and resolve or escalate support requests as appropriate, according to SLAs. Perform intermediate hardware, software, and network troubleshooting. Identify, anticipate and resolve related issues.
Support local office moves by physically moving and setting up the equipment, etc.
Responsible to assist with day-to-day hardware and software lifecycle management:
Perform hardware imaging, software installs, and equipment deployments.
Identify and reclaim unused hardware and software to help the organization manage assets more effectively, improving compliance and minimizing costs.
Identify and document all lease buyout or casualty loss items accurately and on time.
Facilitate lease return equipment pick-up. Verify pick-up items, note variances, verify items are placed on a truck and ensure appropriate documentation is obtained according to contract.
Responsible for the day-to-day administration of multiple technology services:
Responsible for placing technology orders to ensure offices have the technology needed to do their jobs.
System support includes VoIP, call manager, network systems, etc.
Server support includes file share creation, machine account maintenance, etc.
Build the knowledge base through the submission of knowledge articles. Partner with subject matter experts to understand application and documentation requirements. Organize all material for conciseness, style, and consistent terminology.
Primary Focus Will Include:
Prioritize, manage and resolve or escalate support requests as appropriate, according to SLA's.
Perform intermediate hardware, software, and network troubleshooting. Identify, anticipate and resolve related issues.
Identify and reclaim unused hardware and software to help organizations manage assets more effectively, improving compliance and minimizing costs.
System support includes VoIP, call manager, network systems, etc. Server support includes file share creation, machine account maintenance, etc.
Preferred Qualifications and Skills:
Strong Soft Skills
Strong customer service ethic and ability to engage employees at all levels
Effective verbal and written communication skills
Excellent analytical and problem-solving skills
Self-starter able to react quickly under pressure, prioritize and quickly resolve issues
Demonstrate appropriate -HNTB's 17 Characteristics- in accordance with HNTB expectations.
Technical Skills
Proven experience using a ticketing software
Proven experience with incident troubleshooting and escalation
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What You'll Need
Essential Responsibilities:
Responsible for providing prompt, friendly, customer-focused support to a designated office.
Logs all service desk calls, email requests, and in personal requests into the IT Service Management System. Responsible for updating service ticket information.
Diagnoses and resolves intermediate to complex hardware, software and network issues. Redirects or escalates incidents and service requests as needed.
Identifies and anticipates related issues and advises users on appropriate action.
Learns new products and services. Offers advice and subject matter expertise to help peers solve more complex issues.
Supports local office moves by physically moving and setting up the equipment. Follows IT standard practices and procedures for moves and workstation transfers.
Submits technology orders to ensure local offices have the technology needed to do perform work.
Performs hardware imaging, software installs and equipment deployments.
Identifies and reclaims unused hardware and software to help organization manage assets more effectively, improving compliance and minimizing costs.
Identifies and documents lease buyout or casualty loss items accurately and on time.
Coordinates equipment pick-up for lease returns. Follows standard procedures and product inspections to ensure equipment is returned and appropriate documentations is obtained according to contracts.
Provides system and server support including but not limited to VoIP, call manager, network systems, file share creation, machine account maintenance, etc.
Creates and maintains knowledge articles. Partners with subject matter experts to understand application and documentation requirements. Organizes materials for conciseness, style, and consistent terminology.
Performs other duties as assigned.
Minimum Qualifications:
Associate's or technical degree in Computer Science, Information Technology, Engineering, or related degree
2 years of relevant experience
In lieu of degree, 4 years of experience in technical support or relevant experience
Additional Information
Click here for benefits information: HNTB Total Rewards
Click here to learn more about EOE including disability and vet
Visa sponsorship is not available for this position.
#DG #Technology
Locations:
Arlington, VA (Alexandria), Washington, DC
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NOTICE TO THIRD-PARTY AGENCIES:
HNTB does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of HNTB. HNTB will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person or entity. Staffing/employment agencies who have fee agreements with HNTB must submit applicants to the designated HNTB recruiter to be eligible for placement fees.
Job Type: Regular
Full/Part Time: Full time
Job Category: Information Technology Group
ReqID: R-11305
