Level II Help Desk Support

About the role

Level II Help Desk Support serves as the senior-level, autonomous "boots on the ground" anchor the Regional Field Support. This role acts as frontline technology operations by physically integrating with construction operations and ensuring technology challenges are addressed with extreme sense of urgency. The primary mission is to function as a strategic operational partner, managing relationships with project leadership, eliminating technical friction for the trades, and ensuring the total success of revenue-generating jobsites and ensuring all technology is running as expected. Because the jobsite requires independent decision-makers who can handle high-pressure environments without constant supervision, this role requires a consummate professional in high pressure situations.

Responsibilities

• Onsite Support & Issue Resolution: Serve as the primary point of contact for physical and local ticket requirements, handling onsite troubleshooting for desktops, laptops, iPads, and mobile devices.
• "Swap-First" Hardware Management: Maintain a "ready-to-go" inventory of preconfigured Rapid Replacement Kits, including iPads, laptops, and hotspots. Execute a proactive "swap-first" mentality to restore user service immediately and prevent technical bottlenecks from causing expensive project delays.
• Proactive Field Onboarding & Training: Drive local employee onboarding and offboarding efforts so new hires are productive on Day One. Responsibilities include guiding new hires through device setup and iPad configurations, ensuring successful logins for job-specific applications, and assisting with ad-hoc technical onboarding questions. Provide overview training on file structure organization (BOX PFS), standard email protocols, and basic digital tools like image markup and annotation features.
• Daily Triage & Root Cause Analysis: Review regional ticket queues daily to identify failure trends and "silent" issues before they escalate. Perform weekly root-cause analyses on "policy drift," such as fleet-wide security patch failures.
• Jobsite Walkthroughs & Environmental Audits: Conduct physical site walkthroughs to identify environmental technology hazards, such as poor Wi-Fi coverage in fabrication facilities or jobsites.
• Remote Hands & Infrastructure Support: Act as the "remote hands and eyes" for centralized network teams, assisting with jobsite infrastructure, local network troubleshooting, and resolving application installation issues.
• Cross-Functional Collaboration: Partner with the central Service Desk and Construction Technology teams to feed field insights back to the central hub, continuously improving remote resolution scripts, and troubleshooting mobile device issues.

Required Traits & Qualifications

• Construction/Field Empathy: Must be able to speak the language of the jobsite, understand the specific environmental stressors of construction, and remain highly calm and effective under severe project-deadline pressure.
• Autonomous Decision-Making: Proven ability to operate independently in a high-pressure, senior-heavy field unit without constant direct supervision.
• Strict Process Discipline: Must strictly adhere to corporate IT governance, standard Mobile Device Management (MDM) policies, and hardware standards to prevent the rise of "Shadow IT".
• Mobility: Willingness and ability to actively travel within a 2-4 hour radius of the assigned regional hub to ensure minimal field downtime.

Position Requirements

• Experience: At least 5 years of experience in onboarding, people programs, or HR operations, combined with 3+ years in technology fulfillment operations.
• Technical Proficiency: Proven experience with Asset Management systems (ServiceNow HAM preferred) and technology deployment methodologies.
• Systems Thinking: High level of systems thinking with the ability to connect dots between cross-functional teams and identify operational gaps.
• Communication Mastery: Strong facilitation, presentation, and communication skills, with the ability to influence leaders and engage diverse audiences.
• Execution Style: A detail-oriented builder who enjoys both designing high-level strategy and executing tactical work in a high-growth, fast-changing environment.
• Education