Location(s): Texas, United States ⋅ Austin, Texas, United States
Experience Level(s): Junior ⋅ Mid Level ⋅ Senior
Field(s): IT & Security
Workplace Type: Hybrid
Job Description
Position Summary
This is an on-site position 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 Abilene 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 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, few on-prem application servers, cloud applications, local and network devices.
Installs and maintains software/equipment/networks at local jobsite.
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.
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.
Remains current on technology, especially mobility solutions for business needs.
Works with jobsite team to design and implement infrastructure according to company standards.
Liaison with project managers to plan for jobsite IT needs during project lifecycle.
Determine, recommend, procure, and execute which products or services best fit the requesters needs, within DPR standards.
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 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 occasionally work after hours or weekends, if needed.
Troubleshoot various technical issues as level 1, level 2, or level 3 support.
Coordinate and track IT project deadlines and tasks.
Position Requirements
Skills
Excellent organizational and interpersonal skills.
Able to support video conferencing and scheduling hardware/software
Experience supporting Dell/Lenovo/Microsoft workstations and peripherals
Able to support Mobile devices (iOS/Android)
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
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
Experience with Meraki a plus
Experience with Microsoft Teams a plus
Experience with Poly VC / VOIP a plus
Experience with Microsoft Intune a plus
Experience with Autopilot a plus.
Experience with fiber optic technology.
Experience with low voltage.
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
ECMS (Meraki) 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
On-site position. No remote or hybrid option.
Primarily based in the Abilene area at local site.
This position is hourly. Overtime by approval only.
40 hours a week
Ability to lift 50 lbs.
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.