Technology Support Representative II

What We're Looking For

At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners.
This opportunity entails being responsible for providing technical support to the business. This position performs hardware, software and network troubleshooting and diagnosis for problems of moderate complexity. Also performs office move technology logistics, equipment lease replacements, cost optimization and daily file server administration. 
The team mission is to provide prompt, friendly, customer-focused support to minimize time on job disruptions by following standard, repeatable processes. Receives a moderate level of guidance and direction.

What You’ll Do:

• Responsible for providing prompt, friendly, customer-focused support to a designated office.
• Logs all service desk calls, email requests, and in person requests into the IT Service Management System. Responsible for updating service ticket information.
• Diagnoses and resolves intermediate to complex hardware, software and network issues. Redirects or escalates incidents and service requests as needed.
• Identifies and anticipates related issues and advises users on appropriate action.
• Learns new products and services. Offers advice and subject matter expertise to help peers solve more complex issues.
• Supports local office moves by physically moving and setting up the network equipment. Follows IT standard practices and procedures.
• Submits technology orders to ensure local offices have the technology needed to do perform work. 
• Performs hardware imaging, software installs and equipment deployments.
• Identifies and reclaims unused hardware and software to help organization manage assets more effectively, improving compliance and minimizing costs.
• Identifies and documents lease buyout or casualty loss items accurately and on time.
• Coordinates equipment pick-up for lease returns. Follows standard procedures and product inspections to ensure equipment is returned and appropriate documentations is obtained according to contracts.
• Provides system and server support including but not limited to VoIP, call manager, network systems, file share creation, machine account maintenance, etc.
• Creates and maintains knowledge articles. Partners with subject matter experts to understand application and documentation requirements. Organizes materials for conciseness, style, and consistent terminology.
• Performs other duties as assigned.

What You’ll Need:

• Associate's or technical degree in Computer Science, Information Technology, Engineering, or related degree and 2 years of relevant experience, or
• In lieu of degree, 4 years of experience in technical support or relevant experience

What You'll Bring:

• Effectively leverages communication and collaboration skills to partner with network teams and assist in the installation and set up of office technology. Possesses intermediate knowledge of hardware and equipment, however, continues to seek opportunities to further develop this knowledge and skill.
• Resolves intermediate level technology tickets escalated by Service Desk team through hands on and over the phone support.
• Effective verbal, written communication and problem-solving skills.
• Client focused, exceptional customer service, ability to interact effectively and cooperatively with employees at all levels.
• Self-starter with ability to work independently under pressure and react quickly and in support of changing priorities.
• Able to operate in fast-paced organization and handle multiple responsibilities or projects simultaneously.
• Demonstrates Self-Awareness

What We Prefer:

• Bachelor's degree in Computer Science, Information Technology or related degree and 2 years related IT experience

Additional Information

Click here for benefits information: HNTB Total Rewards

Click here to learn more about EOE including disability and vet

Visa sponsorship is not available for this position.

#DG #IT

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Locations:

Raleigh, NC

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NOTICE TO THIRD-PARTY AGENCIES:

HNTB does not accept unsolicited resumes from recruiters or agencies.  Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of HNTB.  HNTB will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person or entity. Staffing/employment agencies who have fee agreements with HNTB must submit applicants to the designated HNTB recruiter to be eligible for placement fees.