IS Services & Support Engineer

Turner Construction•Augusta, GA

About The Position

The IS Services & Support Engineer assists with and provides support for Information Services (IS) technologies and end-user issues at local, regional, and/or enterprise levels. The role works with the IS team at local offices and project sites to help plan, coordinate, and deploy technology implementations. The position supports end-user technology requests, troubleshoots and resolves issues, maintains ticket and infrastructure documentation, and helps provision equipment and services. It also assists with data migrations, disaster recovery, and technology projects conducted under Turner IS change-management practices. The employee may work in an office or remote setting and occasionally at construction sites or off-site venues, while following company safety policies and applicable laws.

Requirements

At least 3 years of related experience.
Pursuit of or possession of a bachelor’s degree from an accredited program in Information Services, Computer Science, Operations, Management, or a related field; or current IT certifications such as A+, Network+, or MCP; or an equivalent combination of education, experience, and training.
Experience with a ticket management system.
Basic desktop and systems support and troubleshooting knowledge.
Basic knowledge of Windows Server Administration and Active Directory.
Familiarity with installation and deployment of Windows 10 and 11.
Proficient computer skills and familiarity with Microsoft Office 2016, Office 365, SharePoint, OneDrive, two-factor authentication, data migrations, and Mobile Device Management applications.
Basic knowledge of telephone equipment, VOIP, LAN/WAN, peripheral network devices, and cellular phone operating systems.
Familiarity with supporting multifunction printers and scanners.
Basic knowledge of malware, spyware, and antivirus software.
Basic experience using continuous-improvement principles and concepts.
Professional, clear verbal and written communication skills.
Ability to work independently with direction and supervision, and in a team environment.

Responsibilities

Troubleshoot, support, and resolve end-user issues involving IS voice, data, applications, hardware, software, workstation configurations, networks, and technology systems.
Document issues in the ticketing system and provide timely status updates and resolutions to end users.
Follow IS policies, procedures, security requirements, and standards for infrastructure, components, applications, and services.
Escalate security compliance and standards matters to a supervisor and educate end users on IS policies, procedures, tools, and best practices.
Use IS lean tools to plan, schedule, and perform work, and communicate status with the supervisor and team.
Maintain current documentation of assigned requests in the ticket management system and contribute knowledge-base articles based on ticket resolutions when applicable.
When authorized, procure, provision, and configure hardware, software, and cellular services, and track equipment allocation.
Help users with technology requests and identify appropriate options consistent with functional requirements, IS standards, and operational tools.
Help develop, track, and maintain documentation of local technology infrastructure, including desktop hardware and application inventories.
Support recovery from equipment disasters or failures identified during daily backups of local servers and other critical business-unit infrastructure.
As directed, assist with data migrations, data archiving, and management of user permissions.
As directed, assist with project implementation under Turner IS change-management methodology, including scope, schedule, and budget.
Apply continuous-improvement practices to work efficiently, enhance programs, coordinate activities, and reduce waste.
Provide information for IS management meeting briefings when requested.
Perform other assigned activities, duties, and responsibilities.