IT Support Technician

The Support Technician’s core responsibility is providing direct user support for reported incidents and requests. They are the first point of contact for users via phone, incident tickets, instant messaging. Incidents will be handled on a first come first serve basis with prioritization based on business impact first then user impact second.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The IT Support Technician will:

• Assist uses with resolution of issues related to: Login and Password Change/Reset, printer/scanner install/connection, SharePoint and OneDrive connectivity and access, CMIC connectivity and access, VPN connectivity and access, network performance issues, iPhone/iPad deployment and issues, software request.
• Effectively assess user reported issues for urgency and business or user impact. Assign proper issue severity level and categorization for proper prioritization for support. Perform initial troubleshooting and triage to assess and resolve the reported issue. If unresolved after initial troubleshooting and attempts at resolution, escalate to designate the next tier of support.
• Perform basic system diagnostics and troubleshooting on computers, tablets, phones and printers to assist users with performance or connectivity issues. Escalate issues after diagnostics if unable to be resolved by executing basic resolution steps.
• Assist users with basic use of devices and applications including the initial login to a device or application.

The Support Technician will support one or more of the following areas with these designated responsibilities.

Core Infrastructure

End user Support

• Assist users with Single sign-on tools
• Assist users with password resets, unlocking accounts, clearing internet browser sessions, clearing locked application sessions, connecting to printers, connecting to network, installing software from the self-server portal or by pushing preconfigured software packages to their computer.
• Assist users with the proper use of the computer, phone, or tablet as well as popper use of general applications such as Microsoft Outlook, OneDrive, SharePoint file storage, and Skype.

User Administration

• Utilize automated process to create user accounts
• Utilize automated process to suspend user access when employees leave the company.

Deployment

• Assist in the imaging and deployment of new hardware following the appropriate processes.
• Assist in the retirement of existing hardware including wiping data storage and removing items from our IT asset management system.

Monitoring

• Monitor Virus and device protection software for proactive issue resolutions.
• Monitor devices to ensure all devices are at prescribed levels of operating systems and software. Push updates accordingly following defined deployment processes and governance.

Business Application Technology

• Grant access to business applications as appropriate based approved requests from the appropriate business area representative.
• Assist users with access and login issues to various cloud base SaaS business applications.
• Assist in the deployment of tablets and tablet-based applications used throughout Construction, Materials, Transportation and Equipment operations.
• Assist in the role out and training of business applications and technology in terms of login, navigation, printing and general user configurable preferences.
• Assist users with the general access and use of the various business applications such as HCSS HeavyJob, HCSS Safety, Libra, and Office 365 products.

Business Intelligence/Data Analytics

• Build dashboards and analytics sites following defined scope and design documents. Follow company standards for visualization and governance.

Workforce Productivity

• Utilize automated scripts to build SharePoint team sites for new projects as they are requested.
• Grant access to business applications as appropriate based approved requests from the appropriate business area representative.
• Assist in the research and analysis of new applications and the deployment of new applications as appropriate based on skill and knowledge.
• Utilizing established templates and process, build new team sites within the 0ffice 365 collaboration toolset.
• Leveraging established templates, governance and best practices, build process flows, forms, and power apps and related items that address the problem statement and business objectives of the requestor.
• Maintain a current understanding of capabilities, and pending enhancements being made by Microsoft to the Office 365 suite of products. Identify what you believe to be core functionality or enhancements that will benefit the organization and present those the appropriate IT Manager. Evaluate and test new or existing tools, modules or functionally as they are released.

EXPERIENCE & EDUCATION/CERTIFICATION:

• Bachelor’s degree in Business or Information Technology, Computer Science, Engineering, Finance or related field.
• 0 -3 years’ related experience

REQUIRED SKILLS & KNOWLEDGE:

• Confidentiality: has access to sensitive and confidential data
• Mental Application: High decision-making ability
• Contacts (Internal and External): In contact with operations, field employees, executives, etc. Strong verbal and written communication and customer service skills.
• Technical: incident management systems and service reporting metrics, hosted and SaaS based solutions, all current Compute/Mobile operating systems and management platforms, Microsoft stack of Productivity and Server suites, networking technologies, including Cellular, WLAN, Ethernet and Broadband, Scripting tools/languages for administration and audit, current client based Unified Threat management systems and security suites.
• Personal Attributes/Skills: Adaptable, analytical, ethics/integrity, conflict resolution, detail oriented, influence/persuasion, interpersonal skills, listening skills, negotiations, problem solving, and time management. Keen sense of accuracy, urgency and attention to detail, as well as ability to follow directions/procedures, and work in a fast-paced, time sensitive environment with frequent interruptions and distractions.
• Physical Demands/Work Environment: Typically work is performed in an office environment with frequent sitting, walking, standing, and occasionally reaching, lifting, climbing, stooping, kneeling, crouching, and balancing. Occasional visits to site locations may expose this position to outside weather conditions, construction equipment, loud noise and vibration, traffic, and the need to traverse un-cleared, uneven and rough land. Frequent use of eye, hand, and finger coordination enabling the use of office equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as a telephone and email.

Work Environment:

Office setting. If at a jobsite trailer, may be exposed to the following environmental conditions: moving mechanical parts, high/precarious places, fumes or airborne particles, outside weather conditions and vibration. Typical work environment is moderate noise level.

Travel Requirements: Requires daily travel/commute to the office and work sites. Travel throughout the Allan Myers footprint. Overnight stays may be required.