The Role
Provides first-level onsite helpdesk support for regional office users. Responsibilities include troubleshooting and triaging tickets, resolving requests within SLAs, configuring and maintaining laptops and workstations, managing IT assets and inventory, documenting resolutions, escalating complex issues, and supporting end users through clear communication.
Summary Generated by Built In
Are you ready to join a growth-oriented team where creativity meets innovation? At Ware Malcomb, we are a dynamic and forward-thinking design firm committed to pushing the boundaries. Our team-oriented, collaborative approach ensures that every project is a blend of visionary design, seamless project delivery, and we are actively engaged with both the community and the industry. Discover our vibrant culture to get an inside look into life at Ware Malcomb and the programs we offer. https://waremalcomb.com/life-at-ware-malcomb/
The IT Support Specialist I is in the front lines of our helpdesk, responsible for supporting our end users in the local office and offices in the assigned region(s). This entry-level role has the primary responsibility of responding to IT support calls, troubleshooting and/or triaging tickets from team members in the region. The IT Support Specialist configures, maintains, and supports end user laptops and workstations, along with relevant office and production software.
This is an onsite role. Work hours are 8:00 AM – 5:00 PM, local time; after-hours work as-needed to complete open tasks.
Your Role
- Serve as the first-level technician of the helpdesk team
- Provide excellent customer service through effective communication and active engagement.
- Resolve IT requests within established Service Level Agreements (SLA).
- As needed, escalate IT issues to mid or senior-level technicians
- Manage own help desk system queue to ensure timely response and resolution times, and document resolutions accurately.
- Assist other team members to help balance the IT workload.
- Develop and maintain a close working relationship with the IT team and end users.
- Effective assignment and recovery of IT assets in the assigned region.
- Maintain accurate inventory of all hardware and software.
- Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.
Qualifications
- Bachelor’s degree or equivalent combination of technical training/work experience.
- Relevant IT coursework and/or equivalent of (2) years of IT support experience.
- Analytical, critical and deductive reasoning required to troubleshoot user issues.
- Effective communication of technical information to a less technical audience
- Clear, concise, professional and thorough oral and written communication skills.
- Ability to multitask, follow processes and procedures and take direction positively.
- Ability to speak, understand and write in Spanish is a plus.
- Participate in after-hours work, and travel to various work sites, as needed.
- Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.
This is a full-time, long-term position.
Established in 1972, Ware Malcomb is a dynamic, forward-thinking commercial real estate design firm providing professional architecture, interior design, civil engineering, branding, building measurement, structural engineering and MEP engineering services to clients throughout the world. With office locations throughout the United States, Canada, Mexico and Brazil, the firm specializes in the design of office, industrial, science & technology, healthcare, multifamily, retail, hospitality and public/institutional projects.
The firm is also ranked among the top 10 Architecture/Engineering firms in Engineering News-Record’s Top 500 Design Firms and the Top 30 Interior Design Firms in Interior Design magazine’s Top 100 Giants. For more information, visit waremalcomb.com.
Skills Required
- Bachelor’s degree or equivalent combination of technical training and work experience
- Relevant IT coursework and/or two years of IT support experience
- Analytical, critical, and deductive reasoning for troubleshooting user issues
- Ability to communicate technical information to less technical audiences
- Clear, concise, professional, and thorough oral and written communication skills
- Ability to multitask, follow processes and procedures, and take direction positively
- Ability to speak, understand, and write Spanish
- Ability to participate in after-hours work and travel to various work sites as needed
- Ability to safely lift or carry equipment weighing up to 25 pounds and reach overhead items
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The Company
What We Do
Established in 1972, Ware Malcomb is a contemporary and expanding full service design firm providing professional architecture, planning, interior design, civil engineering, branding and building measurement services to corporate, commercial/residential developer and public/institutional clients throughout the world. With office locations throughout the United States, Canada, Mexico and Brazil, the firm specializes in the design of commercial office, corporate, industrial, science & technology, healthcare, retail, auto, public/institutional facilities and renovation projects. Ware Malcomb is recognized as an Inc. 5000 fastest-growing private company and a Hot Firm by Zweig Group. The firm is also ranked among the top 15 architecture/engineering firms in Engineering News-Record’s Top 500 Design Firms and the top 25 interior design firms in Interior Design magazine’s Top 100 Giants. For more information, visit http://www.waremalcomb.com/news and view Ware Malcomb’s Brand Video at youtube.com/waremalcomb.
