IT Service Desk Support Staff I

About the role

Terracon is a 100 percent employee-owned multidiscipline consulting firm comprised of more than 8,000 curious minds focused on solving engineering and technical challenges from more than 200 locations nationwide. Since 1965, Terracon has evolved into a successful multi-discipline firm specializing in environmental, facilities, geotechnical, and materials services. Terracon’s growth is due to our talented employee-owners exceeding expectations in client service and growing their careers with new and exciting opportunities in the marketplace.

Responsibilities

• Provides proactive, high level of customer service to Terracon employees on a variety of technical and support issues including or involving the following but not limited to: company-provided computer systems, operating systems, LAN/WAN, printers and application software.
• Responds to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements a solution.
• Responds proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance.
• Opens and/or closes work orders (via IT Service Desk software) on each call received.
• Escalates problems and requests as necessary to ensure positive resolution.
• Conducts research on relatively simple issues and escalates issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or tier 2 support.
• Create, modify and/or delete user accounts per Terracon policy and update appropriate documentation (e.g. account termination spreadsheet).
• Guides end users through troubleshooting procedures to restore technical service.
• Re-images workstations and laptops (using current image software) when required.
• Accurately documents user issues and troubleshooting steps, test results and resolution information within incidents and service requests.
• Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
• Participate in company technology projects as needed.
• Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
• Follow safety rules, guidelines, and standards for all projects.
• Report any safety issues or concerns to management.
• Be responsible for maintaining quality standards on all projects.

Qualifications

• High school diploma or equivalent.
• Up to 1-year help desk related experience.
• Associate’s degree in Information Systems or related field preferred.
• Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
• Experience with Microsoft Office 365 of products at the level used in the corporation.
• Experience with Microsoft Teams.
• Experience with Microsoft Exchange.
• Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN.
• Knowledge and understanding of Active Directory at the level used in the corporation.
• Knowledge and understanding of mobile devices, e.g., iOS, Android phones, and tablets.