Help Desk Administrator

Populous•Houston, TX

3d•Hybrid

About The Position

Populous is a global design firm that began with a singular focus: to draw people together around the things they love, through experiences that capture all the senses, amplifying the atmosphere of excitement and pure joy shared in human moments. We’ve designed and delivered some of the world's most memorable civic, sports and entertainment buildings, from iconic stadia to ground-breaking live music venues. Populous is where architects and designers of all kinds create moments bigger than ourselves. We offer the best of both worlds: the resources and impact of the design giants and the tightly knit atmosphere and growth opportunities of smaller firms. We are seeking a Help Desk Administrator with 1-2 years of experience to provide technical support to ensure users receive timely, accurate resolution of hardware, software and system issues. Our preferred candidate will have prior experience in the AEC industry, and an interest in working in a dynamic global design environment with a diverse range of public assembly building types, including sports venues, convention centers, and airports.

Requirements

Outstanding communication skills and customer service mindset that encourages effective collaboration.
Positive and professional attitude, resourceful nature, and excellent troubleshooting and problem-solving capability.
Highly trustworthy with the ability to effectively manage sensitive and confidential information.
Ability to provide clear technical support to non-technical users.
An accredited degree in Information Technology, Computer Science, Information Systems or commensurate work experience in IT or related field.
1-2 years proven work history in an office environment.
Working knowledge of Windows 10 and 11.
Working knowledge of Office 365.
Working knowledge of iOS and Android.

Nice To Haves

Prior experience in the AEC industry.
Apple MAC support experience is highly desirable.
Desktop imaging experience preferred.
Knowledge of architectural software is highly desirable.

Responsibilities

Providing Tier I technical assistance via phone, in-person and by ticketing system.
Diagnosing and resolving technical hardware and software issues.
Following standard help desk procedures and researching questions using available information resources.
Advising users on appropriate action and logging all help desk interactions.
Identifying and escalating situations requiring urgent attention and redirecting problems to the appropriate resource.
Preparing activity reports and developing and maintaining documentation of processes and procedures.