Address
Form of work
Compensation Range (Colorado only):
$23.00 - $25.00 Hourly
Any Employment Offers are Contingent Upon Successful Completion of the Following:
- Verification of Work Authorization and Employment Eligibility
- Substance Abuse Screening
- Physical Exam (if applicable)
- Background Checks for Badging/Security Clearances (if applicable)
About Hensel Phelps:
Founded in 1937, Hensel Phelps specializes in building development, construction and facility services in markets ranging from aviation to government, commercial, transportation, critical facilities, healthcare and transportation. Ranked #1 in aviation and #12 overall general contractor in 2021 by ENR, Hensel Phelps is one of the largest employee-owned general contractors in the country. Driven to deliver EXCELLENCE in all we do and supported by our core values of Ownership, Integrity, Builder, Diversity and Community-Hensel Phelps brings our clients' visions to life with a comprehensive approach that begins with innovative planning and extends throughout the life of the property.
Position Description:
The IT Technician's role is to provide technical support to end users (employees and partners) both in person and remote, configuration of new users, and line of business applications support in a help desk atmosphere. This includes diagnosing, installing, upgrading end-users' devices as well as troubleshooting and administering access to business applications. The IT Technician will utilize a ticket management system to manage activities in a timely and accurate fashion through to resolution.
Knowledge & Experience
- Some technical capabilities or customer service work experience, preferred.
- Knowledge of Microsoft operating systems, Office 365 a plus.
- Knowledge of variety of internet browsers a plus.
- Some technical knowledge of hardware, including laptops and smart phones.
- Some technical knowledge of Cisco security, network systems a plus.
- Some technical knowledge of PC internal components, including memory and hard drives.
- Hands-on hardware troubleshooting experience a plus.
- Some technical knowledge of current protocols, operating systems, and standards a plus.
- Able to read and understand technical manuals, procedural documentation, and original manufacturer guides.
- Any IT-related certifications, preferred. Familiarity with ITIL/ITSM concepts and ticketing systems, preferred.
- Technical writing ability to document resolutions in an end user facing knowledge base, preferred.
Personal Attributes
- Strong communication skills with an emphasis on customer service.
- Strong problem-solving skills and ability to seek out technical solutions and be self-directed.
- Ability to thrive in a fast paced, team environment.
- Task-oriented with strong organizational skills.
Essential Duties:
- Provide excellent customer experience to Hensel Phelps employees needing technology assistance.
- Ensure all end-user incidents are fully documented and tracked to timely resolution in ServiceNow. Escalate incidents to different teams, communicate and follow defined SLAs.
- Diagnose hardware issues quickly and communicate with vendors for warranty claims.
- Full administrative and troubleshooting responsibilities on the Windows10 OS.
- Support of desktop software such as Microsoft Office 365, Bluebeam (PDF), Autodesk (BIM), Vista (Accounting) and others.
- Ability to support company applications on multiple browsers (Edge, Chrome, Firefox).
- Provide basic remote network troubleshooting (Cisco NAM).
- Enroll new devices in Intune MDM.
- Run malware scans w/ Cisco AMP, configure MFA via Cisco Duo, track account activity on Exabeam.
- Basic end-user administration: ADUC, Exchange, O365 Admin Center.
- Execute basic CLI and PowerShell cmdlets for troubleshooting purposes.
Customer Service
- Provide excellent customer experience to Hensel Phelps employees needing technology assistance.
- Ensure all end-user incidents are fully documented and tracked to timely resolution in ServiceNow. Escalate incidents to different teams, communicate and follow defined SLAs.
- Diagnose hardware issues quickly and communicate with vendors for warranty claims.
- Full administrative and troubleshooting responsibilities on the Windows10 OS.
- Support of desktop software such as Microsoft Office 365, Bluebeam (PDF), Autodesk (BIM), Vista (Accounting) and others.
- Ability to support company applications on multiple browsers (Edge, Chrome, Firefox).
- Provide basic remote network troubleshooting (Cisco NAM).
- Enroll new devices in Intune MDM.
- Run malware scans w/ Cisco AMP, configure MFA via Cisco Duo, track account activity on Exabeam.
- Basic end-user administration: ADUC, Exchange, O365 Admin Center.
- Execute basic CLI and PowerShell cmdlets for troubleshooting purposes.
