Position Summary 

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 work as a part of a team to support employees located in the Tampa area, local subsidiaries, and 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 mobile devices in a timely fashion in accordance with SLAs and OLAs. 

• Support includes, but is not limited to, diagnosing & troubleshooting laptops, mobile devices, SaaS platforms, and network devices 

• Installs and maintains software/hardware/networks at jobsites and offices. 

• Responsible for scheduling and organizing visits to jobsites and offices 

• Responsible for creating, 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 onboarding and provisions assets following established best practices. 

• Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization. 

• Initiative to work with other cross functional IT team members to improve the quality of service. 

• 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 needs of the project teams, while maintaining DPR IT standards and best practices 

• Implement and follow jobsite standardization practices. 

• Work with service providers and trade partners to install and implement jobsite technologies. 

• Responsible for mobilization and demobilization of IT equipment at jobsites. 

• Ensures quality customer service by maintaining ownership of 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 occasionally travel and work after hours or weekends, if needed. 

• Coordinate and track IT project deadlines and tasks. 

Position Requirements 

Skills 

• Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP) 

• Able to support video conferencing and scheduling hardware/software 

• Experience supporting a primarily based Windows environment, experience with MACs a plus. 

• Able to support Mobile devices (iOS/Android) 

• Skilled in Microsoft Office 365 and supporting diverse applications.  

• Ability to learn on the fly. 

• Ability to react quickly and efficiently to high pressure situations 

• Excellent organizational and interpersonal skills 

• 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 

• Experience with any of the following items a plus:  Meraki, Microsoft Teams, Poly VC/VOIP, Microsoft Intune, Autopilot, Basic Server administration  

Education 

• AA degree in Computer Science or related field preferred, or equivalent related work experience 

• CompTIA A+ and Network+ preferred 

• CCNA or ECMS (Meraki) 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 the Tampa office with some travel to local sites and offices in the Central Florida area. 

• Candidate must be able to lift 50 lbs and handle occasional strenuous physical activity. 

• There may be occasional travel domestically. 

• This position is salaried. 

• DPR will provide a company work-use vehicle for this position.