General Responsibilities
- Receive, prioritize and assign responsibility of incoming Service Desk tickets.
- Assist project leaders in completion of Information and Technology projects.
- Coordinate vendors, resellers and trainers.
- Assist with new employee orientation.
- Help maintain software compliance.
- Support technology related initiatives.
- Document and communicate best practices.
- Respond to all incoming Service Desk tickets that require technical support knowledge.
- Perform initial troubleshooting/resolution of Service Desk tickets and escalate complex issues.
- Ensure full and optimal operation of LPA equipment.
- Update content provided by others and generate relevant content on company intranet site.
- Check out and track return of LPA equipment.
- Setup new users in Active Directory.
- Configure and deploy new workstations as part of new employee on-boarding process and ongoing PC refresh efforts.
- Passion for great customer service.
- Strong written, verbal and interpersonal communication skills.
- Strong interpersonal skills and ability to establish and build relationships.
- Effectiveness in working with others and offering assistance when needed.
- Proven ability to thrive in highly collaborative environments.
- Proven ability to manage multiple projects and establish priorities.
- Ability to conduct limited amounts of travel.
- Ability to resolve level 1 and level 2 hardware, software, application and networking issues.
- Strong understanding of Windows PC operating systems and business applications, including Microsoft Office and Microsoft Lync.
- Experience working within a Service Desk trouble ticket tracking system, such as Dell KACE.
- Work experience in a medium to large sized architectural, engineering or construction firm.
- Bachelor’s degree in a related field or equivalent work experience.
- Computer networking experience.
- Knowledge of licensing hardware and software.
- Experience aligning hardware and software requirements.
- Knowledge of Revit, SketchUp and AutoCAD Architecture.