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Form of workJob Description
This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will primarily support employees located in a regional office and at construction jobsites.
Responsibilities
Position Requirements
Skills
Education
Experience
Work Conditions
DPR has been nationally recognized for its strong company culture, based on a well-defined purpose "We Exist to Build Great Things," and four core values: integrity, enjoyment, uniqueness and ever forward. A flat, title-less organization that empowers people at all levels to make decisions, DPR ranked on FORTUNE's "100 Best Companies to Work For" list for five consecutive years. For more information, visit http://www.dpr.com.
This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will primarily support employees located in a regional office and at construction jobsites.
Responsibilities
- Interacts in person, via telephone, email, IM, and web interface to assist users
- Analyze, prioritize, troubleshoot, and resolve technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs
- Support includes the diagnosing and troubleshooting of the company's technology, including, but not limited to workstations, mobile devices, client-server applications, cloud application, local and network devices
- Installs, troubleshoots and maintains software/equipment/networks at jobsites and assigned regional office.
- Responsible for scheduling and organizing visits to jobsites and offices in area of responsibility
- Responsible for creation, tracking, and resolving incidents and tasks in Samanage.
- Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at jobsites
- Responsible for maintaining company security through established tools.
- Involved in company-wide IT projects providing input and deliverables in all phases.
- Follows ITIL processes for incident and problem management.
- Documents best practices and known fixes in Samanage knowledge base.
- Provides IT training during new hire orientations and provisions assets following established best practices.
- Participates in software installations and upgrades
- Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.
- Takes the initiative to work with other cross functional IT team members to improve the quality of service.
- Remains current on technology, especially mobility solutions for business needs.
- Works with jobsite teams to design and implement infrastructure according to company standards
- Liaison with business project estimators and project managers to plan for jobsite IT needs during preconstruction phase and throughout the project lifecycle.
- Determine, recommend, procure and execute which products or services best fit the customers' needs, within DPR standards and following our strategy.
- Implement and follow jobsite standardization practices.
- Work with service providers to install and implement jobsite technologies. E.g. Internet circuits
- Responsible for mobilization and demobilization of IT equipment at jobsites.
- Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved, including communication and root cause analysis.
- Create a positive support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
- Flexibility to travel and work after hours or weekends, if needed.
- Troubleshoot various technical issues as level 1, level 2 or level 3 support
Position Requirements
Skills
- Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (DHCP, FTP/SFTP, HTTPS, TCP/IP)
- Good understanding of wireless connectivity. Experience with Meraki a plus.
- Able to generate scripts, batch files and command line utilities for automation and workflow.
- Able to support video conferencing and scheduling hardware/software
- Experience supporting Dell/HP/Microsoft workstations and peripherals.
- Able to support Mobile devices (IOS/Android).
- Experience with Microsoft Intune a plus.
- Skilled in Microsoft office 365 and supporting diverse applications
- Ability to react quickly and efficiently to high pressure situations
- Expert in troubleshooting and root cause analysis
- Excellent organizational and interpersonal skills.
- Team player, accepts & seeks feedback
- Perform quality work within deadlines with or without direct supervision
- Interact professionally with other employees, customers and suppliers
- Work effectively as a team contributor on all assignments
- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
Education
- AA degree in Computer Science or related field preferred, or equivalent related work experience
- ITIL Foundation certification preferred
- CompTIA A+ and Network+ preferred
- CCNA or MCSA certifications a plus
Experience
- 5+ years experience in Technical Support role
- 2+ years experience in a Field Support role
- AEC industry experience a plus
Work Conditions
- Primarily based in a regional office with frequent travel to local jobsites. There may be occasional travel domestically.
DPR has been nationally recognized for its strong company culture, based on a well-defined purpose "We Exist to Build Great Things," and four core values: integrity, enjoyment, uniqueness and ever forward. A flat, title-less organization that empowers people at all levels to make decisions, DPR ranked on FORTUNE's "100 Best Companies to Work For" list for five consecutive years. For more information, visit http://www.dpr.com.
