Information Technology Support Technician

Overview

Carollo Engineers is an internationally recognized environmental engineering firm that specializes in the planning, design, and construction of water and wastewater facilities. We are seeking an Information Technology Support Technician to help with various tasks and projects.

At Carollo you’ll make an impact at an organization that does meaningful work, fosters a collaborative team culture, and creates a diverse, inclusive environment where you feel like you belong. You’ll work alongside a collaborative and dynamic team of professionals that is truly passionate about our work. Carollo’s vision is to be the BEST water consulting firm and you’ll find that Carollo is also the best place for you to build your career.

The IT Support Technician will be providing both hands-on and remote technical support for end-user desktop compute devices to all Carollo employees, supporting a variety of technical issues including hardware/software/application/tools support, break/fix for hardware, laptops, tablets and other devices, printers/scanners/copiers/plotters, support network connectivity, AD, LAN/WAN, TCP/IP, wireless and remote access VPN, MS Office Suite support. This person will have excellent end-user (customer) support and service skills and be committed to follow-through and resolution, performing diagnostics, taking corrective actions for hardware, software, and peripheral equipment, as necessary.

The IT Support Technician is skilled at identifying network issues/errors, resolving them, or escalating as appropriate. The individual maintains a professional, healthy relationship with all fellow team members and management and demonstrates awareness of support issues/needs as they apply on a company-wide and business basis. This person is adept in creating/maintaining documentation to support, enforce standards, policies, and processes.

Responsibilities

• Support and service end-user desktop and laptop computer requests, IT related issues/problems in a responsive, customer service-oriented manner. Configure, install, setup computer desktop hardware, software, application, and tools including management and maintenance; monitor backup jobs and ensure a high level of completion success rate.
• Manage ticketing system queue and resolve in a timely manner.
• Provide input and recommendations for the acquisition, deployment, adoption, usage, operations, maintenance and management of desktop hardware and software technologies & tools.
• Develop and monitor performance levels of software and hardware; evaluate, recommend, and propose alternative methods of information processing; develop and maintain information architectures (data, application, network) ensuring applications and systems are online and available.
• Installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train end-user on IT related equipment and software/tools.
• Provides expert and creative solutions to end-user desktop hardware, software challenges; Research, resolve and respond to inquiries based on processes, policies, and standards; escalate issues as required.
• Responsible for acquiring, maintaining, and expanding knowledge of relevant products, current support policies, and methods of support delivery, to provide technically accurate solutions to users; attend training as applicable.
• Manage, lead, own and/or participate in IT projects and tasks as outlined by management.
• Travel to other Carollo offices to provide support (up to 25% of time), Regional IT Desktop end-user support for other locations.

Qualifications

• Advanced knowledge of PC hardware/software principles and operating systems such as Windows 11. Experience with Mac OS a plus.
• Experience in the use and support of productivity software such as Microsoft Office 365 a plus.
• Foundation knowledge and skills to support Microsoft Outlook in an Exchange environment - troubleshooting client profile/setup issues, archiving etc.
• Knowledge and experience in the use of Microsoft imaging SCCM / MECM (Current Branch) for effective management of PC (& servers), software deployments, updates, configuration, imaging, policy and settings and monitoring system status. Generate and maintain documents, knowledge base articles, How-To’s, FAQ’s and reports to support daily operations.
• Experience in the setup and support of multi-function network printers/scanners/copiers and plotters.
• Experience in the use, setup, support and problem diagnosis and issue resolution of hand-held devices including but not limited to Apple iPhone, Android smartphones and tablet devices such as Apple iPad, Microsoft Surface Pro, Samsung Galaxy / Android based devices.
• Knowledge and skills to support anti-virus, anti-spam solutions (Microsoft SCEP) for desktop, laptop & tablet end points.
• Experience with Computer Aided Design (CAD), Engineering, 3D/Modeling and Graphics software applications and tools (Bentley ProjectWise, InRoads, AutoCAD, Autodesk, InDesign, iPlot, MicroStation, Sketchup a significant plus.
• Ability to provide professional and effective support to remote users via phone, e-mail, and remote-control software; multi-task and coordinate problem resolution management and work effectively in a high-pressure environment; go the ‘extra mile’ to connect and coordinate with application/software subject matter expert(s) to help remediate issue for end-user.
• Ability to take initiative, plan effectively to anticipate and prevent potential user/customer problems.
• Adequate foundation skills in Microsoft Server Operating systems, Active Directory Administration, DFS, DHCP and IIS etc.
• Foundation network (LAN/WAN/TCPIP) troubleshooting and diagnostics skills and knowledge of basic networking principles including wireless, VPN technologies.
• Experience with audio visual equipment as it relates to connecting PCs to projectors and other conference room AV equipment including documentation. Experience with Crestron, Mersive Solstice Pod, Yealink, Meeting Owl, Barco Clickshare and Microsoft Teams a plus.
• Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting.
• Must have excellent organization and technical documentation skills including accurate data entry skills.
• Ability to work calmly under pressure and meet deadlines; solve problems requiring creativity, initiative, and drive; self-motivated and a sense of pride in their accomplishments.
• Ability to organize projects and tasks according to priorities and work extended periods of time at a terminal or PC using a keyboard and mouse.
• Must be able to lift up to 30 - 50lbs.
• The ability to work independently or as part of a team.

Preferred Qualifications

• 2 - 4 years of professional experience in IT support.
• Experience with Computer Aided Design (CAD), Engineering, 3D/Modeling and Graphics software applications and tools (Bentley ProjectWise, InRoads, AutoCAD, Autodesk, InDesign, iPlot, MicroStation, Sketchup a significant plus.
• Experience with Microsoft Teams.
• Experience with Microsoft Office 365.
• Experience with Mac OS a plus.
• Experience with MDM a plus.
• Experience with MFA a plus.
• Experience with Office Moves a plus.
• Experience with SCCM / MEMCM a plus.

Pay Range

$65,000 to $75,000 annually. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.

Other Compensation and Benefits

Carollo is committed to providing employees with a competitive, comprehensive benefits program that provides the care employees and their families need to lead healthy, productive lives. Carollo’s benefits package includes paid time off and holidays, comprehensive health insurance coverage, pre-tax savings account options for healthcare, dependent care and commuter expenses, disability insurance and life insurance options for you and your dependents. We also offer free Caregiver Support, Travel Assistance, counseling services and discount programs. Other compensation that may be available includes: 401(k) company contribution matching, tuition reimbursement, discretionary bonuses, career advancement bonuses, professional registration bonuses, employee referral bonuses, and compensatory time for exempt employees. Flexible work arrangements may also be available.

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