Systems Support Associate

Description

Provide front-line technical support to team members with a customer service focus, assisting in resolving or escalating concerns related to networks, hardware, software, etc.

• Provide customer solution consulting to team members in all regions through a variety of communication channels (email, phone, chat, face-to-face).
• Assist with asset tracking as well as inventory procurement and management.
• Travel as required to conferences and continuing education.
• Install and configure software or hardware updates or patches.
• Troubleshoot, diagnose, and resolve help desk tickets in a team-orientated environment, collaborating with the IT team and escalating as appropriate.
• Ensure systems and workstations are compliant with organizational policies and security standards.
• Develop and foster effective relationships.
• Communicate at a high level with the IT team members and customers.
• Responsible for end user training on standard issue equipment and common applications.
• Manage customer expectations.
• Support process compliance.
• Present information and respond to questions from groups of managers and customers.
• Work as a team to manage inventory at multiple locations: record and track purchases, unpack and shelve new stock, maintain database.
• Work outside of normal business hours as required to maintain customer satisfaction.
• Evaluate and resolve network connectivity or communications systems issues.
• Set up and deploy new user workstations or accounts.
• Explain complex technical issues in language suitable for all team members regardless of computer/technical experience.
• Complete documentation in the helpdesk ticketing system on all work performed.
• Take full responsibility for ensuring the correct and timely resolution of tickets.

Requirements

U.S. Engineering is compliant with the Drug Free Workplace Act, and all offers of employment are contingent upon the completion of a pre-employment drug screen.

Candidates must be legally authorized to work in the United States on a full-time basis without requiring future sponsorship for employment visa status.

• Hardware (printers and plotters, VOIP phone systems, PC hardware, iPads, cell phones)
• Prioritize and manage multiple tickets and maintain calm under pressure.
• Applications (MS Office, IE, Chrome, Bluebeam, Skype, Autodesk Collection)
• Professionalism, Customer service, Documentation, Troubleshooting, Communication, Intrapersonal, Collaboration, Organizational.
• Bachelor’s degree in Computer Systems / Information Technology or equivalent preferred.
• Communicate and collaborate effectively, verbal and written.
• Frequent use of computer, including keyboard, viewing monitor for extended periods of time, physically moving throughout the office, jobsite trailer, or work area with infrequent use of a ladder or extended kneeling, crawling, etc. to complete IT related network cabling, equipment installation, and troubleshooting.
• 1-3 years desktop support experience in a Microsoft Enterprise environment with 100+ employees.
• High School Diploma or equivalency required.
• Frequent lifting, bending, stooping, reaching while handling computer equipment.
• Network based applications such as: Exchange, AD, application license managers, etc.
• Knowledge of:
• Components in LAN/WAN networks.
• Experience in mechanical, specialty trades contractor, or large general construction industry is a plus.
• Operates with a keen sense of detail with urgency – results driven.

Benefits

• The range for this position has been established at $24.50 hr to $34 hr per hour and is U.S. Engineering’s good faith and reasonable estimate at the time of the posting. The compensation offered to the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, experience, education, specialty, and training. Compensation for this role includes a base salary complemented by commission opportunities based on the Account Manager’s individual sales performance and attainment of sales targets
• Work on our production floor or at jobsites, always with safety as the priority.
• Occasional day trips between construction job sites, offices and manufacturing facilities.
• Your total compensation will go beyond the number on your paycheck. Team members are eligible for a year-end bonus based on company and/or individual performance as well as paid time off. An industry-leading benefits package, including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions all add to your bottom line.

Training + Development

Interview process

Visa Sponsorship

Security clearance