IT Support Specialist II

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:
o Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates
o Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint
o Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices
o 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.