Help Desk Specialist

Position Summary:

IT Help Desk Technician is an IT professional who provides technical assistance on computer systems and serves as the first contact for employees who need technical assistance.

Duties and Responsibilities:

• Serve as the first contact with employees who need technical assistance
• Provide technical assistance and support for incoming queries and issues related to computer systems, hardware, servers, software, networking, printers, audio-visual equipment and other devices
• Manage Help Desk tickets and resolutions
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot and address urgent or escalated issues and specialized software needs
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service to employees
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Record solutions in the Help Desk
• Maintain records of software licensing and compliance
• Follow-up with employees as needed
• Provide feedback on processes and make recommendations on areas to improve.
• Suggest improvements to procedures
• Provide staff and new hire training on computer hardware, software, printers and peripheral devices
• Build and place new PC equipment. Replace/upgrade existing PC equipment
• Responsible for the recycling of old devices and disposal of equipment properly
• Assist with CMMC requirements and ensure NIST guidelines are followed
• Other projects and responsibilities may be added at the company’s discretion

Special Knowledge, skills and abilities:

• In-depth knowledge of computer systems and mobile devices
• Hands on experience with diagnosing and resolving basic technical issues
• Experience working with CAD and other AEC industry software is required. Examples may include AutoCAD, Civil 3D, Revit, MicroStation, ESRI ArcGIS, Newforma, etc.
• Customer-oriented and patient with employees
• Excellent communication and people skills

Education and Experience:

• BS / BA in Information Technology, Computer Science or relevant field required
• Two (2) years of relative Help Desk experience

License and Certification:

• N/A

Work Environment:

PEC values a healthy work environment, and we focus on working efficiently and collaboratively to ensure quality and productive work as well as quality time away from the office. The work environment is business casual, friendly, respectful, and team oriented with daily peer interactions regarding work progress, client needs and project-specific technical issues. We strive to create an enjoyable work environment with support and opportunities for positive career growth. Much of the work will be conducted within an office setting with frequent sitting, reaching and manipulation of objects, tools and/or controls. The position requires mobility. Duties involved require moving materials that weigh up to 10 pounds on a regular basis and up to 25 pounds on an occasional basis. Manual dexterity and coordination are required over 50% of the work period while operating equipment such as computer keyboard, mouse, calculator and similar machines. At times, bending, reaching, standing, and walking may be required.

Supervisory Responsibilities (if there are no supervisor responsibilities, put N/A):

• N/A

PEC is an AA/EEO/Veteran/Disabled employer.