The Role
Provides onsite and remote IT support across at least three offices, troubleshooting and triaging helpdesk tickets, resolving issues within SLAs, managing escalations, maintaining hardware and software inventories, and supporting office moves and buildouts. The role requires expertise in Windows, Active Directory, Microsoft 365, business applications, networking, hardware, telecom, and remote-work technologies, along with strong communication and customer service skills.
Summary Generated by Built In
The IT Support Specialist II is responsible for supporting our end users in the local office and other offices in the region, as assigned by IT leadership. This support role has the primary responsibility of troubleshooting and/or triaging tickets from WM team members onsite and remote, and also functions as a mid-level escalation point for various technologies.
Your Role
- This is a mid-level IT support role that serve as an escalation resource of the helpdesk team
- Work hours are 8:00 AM – 5:00 PM, local time; after-hours work as-needed to complete open tasks
- 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 senior-level technicians, infrastructure team or IT management
- Manage own help desk system queue to ensure timely response and resolution times.
- 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.
- Anticipate the unique needs of each office by engaging with its local representatives.
- Be continuously alert and responsive to the ever-evolving needs of the staff in the region.
- Active contributor of technical solutions and documentation.
- Support a minimum of 3 offices with over 100 employees total.
- Assist efforts involving office buildouts, expansions or moves.
- Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.
- Participate in after-hours work, and travel to various work sites, as needed.
Qualifications
- Knowledge of infrastructure and cybersecurity fundamentals.
- Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.
- Bachelor’s degree or equivalent combination of technical training/work experience.
- Minimum of three (3) years of support experience with the following:
- Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates
- Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint
- Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices
- Troubleshooting hardware, software, network, printing and telecom issues
- 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 multi-task, follow processes and procedures and take direction positively.
- Ability to speak, understand and write in English.
Skills Required
- At least three years of IT support experience
- Bachelor's degree or equivalent combination of technical training and work experience
- Experience with Windows 10/11, Active Directory, Microsoft 365, Microsoft Office, PC imaging, and software updates
- Experience supporting AutoCAD, Civil 3D, Revit, SketchUp, Adobe Creative Suite, and SharePoint
- Experience troubleshooting network connectivity, VPN, remote work, Zoom, VoIP, and mobile devices
- Experience troubleshooting hardware, software, network, printing, and telecommunications issues
- Knowledge of infrastructure and cybersecurity fundamentals
- Ability to safely lift or carry equipment weighing up to 25 pounds and reach overhead items
- Analytical, critical, and deductive reasoning skills
- Effective communication of technical information to nontechnical 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 English
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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.
