Desk Side and Technology Support Analyst

Job Description

Why join us?

It’s an exciting time at AtkinsRéalis! We are rapidly growing in the US. Our company purpose is to build a better world for our planet and its people. We recognize the importance of making sure that our clients and employees, feel this purpose every day. AtkinsRéalis is proud of our company culture that promotes, diversity, equity and inclusion. Our company ethos include collaboration through the connection of people, data and technology. We are a global firm, who leverages having employees located throughout the world, creating valuable partnerships and doing our part to make this planet and its people, thrive. We need energetic, passionate and eager professionals like you to join our team. There has never been a better time to be a part of AtkinsRéalis!

We are seeking a Desk Side & Technology Analyst to join our IT Support team in Exton, PA.

The Desk Side and Technology Support Analyst is is responsible for the resolution of all second line incident and service requests in the region. They will have a good understanding of technology and demonstrate excellent customer service skills

About us

AtkinsRealis is one of the world’s most respected design, engineering and project management consultancies. AtkinsRealis has 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. AtkinsRealis has 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.

How will you contribute to the team?

• General troubleshooting of the Atkins desktop computing environment based on incidents and service requests logged via the Global Service Desk
• Management and resolution of all 2nd line incidents and requests assigned to their queue in Service Now.
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
• Deploy desktop computers and peripherals as well as 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
• Troubleshooting 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, mitigate 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 when needed maintaining connections to equipment
• Perform floor walks to engage with employees
• Maintain sufficient equipment stock to deliver service, including maintaining appropriate records
• May perform such other duties as the supervisor may from time to time deem necessary

How will you contribute to the team?

• 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.

What we offer at Atkins:

AtkinsRéalis realizes that health, mental and financial wellbeing, are all equally needed to achieve balance in life. We are pleased to offer a robust rewards package that help our employees have peace of mind in and outside of work. Our benefit offerings address all of the areas that are part of living a healthy life.

We recognize that what is important to people, continues to change. Some of our other benefits to ensure our employees feel supported, include continuing to offer health and dental coverage for domestic partners and a full list below. Our culture is one of providing support and training for our employees to thrive. We offer learning and development programs, training, career pathing opportunities, and a tuition reimbursement plan. At AtkinsRéalis, you will enjoy a robust rewards package which includes:

• 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.

If this sounds like you and you would like to expand your career with us, apply today!

AtkinsRéalis is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Veteran/Disability.

Please review AtkinsRéalis Equal Opportunity Statement here:

https://careers.atkinsrealis.com/equal-opportunities-statement

AtkinsRéalis cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

By submitting your personal information to AtkinsRéalis, you confirm that you have read and accept our Privacy Notice. 

Upon acceptance of an offer, all candidates must go through a drug screen test and background check. AtkinsRéalis is a federal contractor which mandates a satisfactory background screening report and drug test that supersedes state laws.

Note to staffing and direct hire agencies:

In the event a recruiter or agency who is not on our preferred supplier list submits a resume/candidate to anyone in the company, AtkinsRéalis family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency. 

https://careers.atkinsrealis.com/recruitment-agencies

Worker TypeEmployee

Job TypeRegular

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.