IT Support Technician
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Job Description
IT Support Technician providing remote and occasional in-person technology support for Southeast engineering, survey, and design offices. Troubleshooting endpoints, networks, Microsoft 365, CAD/BIM/GIS applications, and field technology.
Responsibilities:
- Serve as the hands-on, go-to technology resource for engineers, surveyors and staff in the Southeast region
- Own IT issues from first contact through second-level resolution
- Support users remotely by phone, chat and remote-access tools, and in person when needed
- Provide support for regional offices and coordinate escalations with infrastructure, applications and vendors
- Identify recurring problems and flag them for root-cause fixes
- Handle requests through phone, chat, email, self-service portal and in person
- Troubleshoot Windows devices, Microsoft 365, Teams, identity and MFA, printers, plotters, peripherals and mobile devices
- Troubleshoot Wi-Fi, VPN and local network issues
- Process access requests, password and MFA resets, distribution list and license changes
- Log requests in the ticketing system, update users and maintain accurate asset inventory
- Support Autodesk, Bentley and Esri engineering, design and GIS applications, including license clients and large-format printing
- Support survey and field hardware, data offload workflows and drone data handling
- Image, configure, deploy, refresh and securely retire devices and peripherals
- Run onboarding and offboarding for accounts, permissions, devices and system access
- Set up and troubleshoot conference room and audio/visual equipment
- Write and maintain knowledge base articles and technical procedures
- Educate users on equipment and software and explain technical issues in plain language
- Support company-wide migrations, security controls, application changes and acquired-office integrations
- Participate in occasional weekend maintenance
- Meet regional service levels and satisfaction targets and standardize devices within the first twelve months
Requirements:
- 4+ years of hands-on desktop, end-user or help desk support, including on-site and remote support of multiple office locations
- Strong, methodical troubleshooting and problem-solving skills
- Ability to work independently and manage time and multiple requests
- Excellent customer service skills
- Clear spoken and written communication
- Ability to explain technical concepts in plain language and write clear ticket notes and documentation
- Judgment to represent IT credibly to senior engineers and office leaders
- Valid driver's license and willingness to travel within the region
- Ability to lift and move equipment up to 50 lbs
- Windows 10/11 endpoint troubleshooting, imaging and application deployment
- Microsoft 365 client services and Teams
- Active Directory and Microsoft Entra ID account administration, permissions and MFA support
- Networking fundamentals including TCP/IP, DNS, DHCP and VPN
- Wireless troubleshooting
- Printer, plotter and peripheral setup and troubleshooting
- Remote support tools and a ticketing/ITSM system such as ServiceNow or Jira
- Mobile device management such as Microsoft Intune
- Preferred: experience supporting architecture, engineering or construction software including Autodesk, Bentley and Esri ArcGIS
- Preferred: experience supporting survey/field hardware or drone data workflows
- Preferred: conference room and audio/visual support experience
- Preferred: experience with an office acquisition or IT integration
- Preferred: certifications such as CompTIA A+ or Network+, Microsoft 365 Fundamentals or Microsoft Endpoint Administrator
- Preferred: associate degree in Information Technology or a related field
Benefits:
- Remote work arrangement
- East Coast business hours
- Full-time employment with rare weekend maintenance
- Travel within the region
- Escalation support from the IT Service Delivery Manager and infrastructure and applications teams
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