IT Services Specialist

Mott MacDonald•Pensacola, FL

1d•Hybrid

About The Position

At Mott MacDonald, we are driven by purpose and powered by brilliant people. As a trusted engineering, management, and development consultancy, we work with clients to solve complex challenges and deliver sustainable outcomes that make a meaningful difference for the communities we serve. When you join us as an experienced professional, you will bring your expertise to work that matters while continuing to grow your career. You will collaborate with talented colleagues across disciplines and geographies, contribute your perspective, and help shape better outcomes through technical excellence, innovation, and integrity. Build on your experience while helping shape what comes next. At Mott MacDonald, you'll work alongside talented people on complex and rewarding projects that make a real difference. We value fresh perspectives, encourage collaboration, and provide opportunities to expand your skills, take on new challenges, and grow your career. Whether you're deepening your technical expertise, broadening your leadership experience, or exploring new opportunities across our business, you'll be supported by a team that is committed to helping you succeed. The Specialist III - Workplace Services is responsible for providing deskside and remote IT support for PCs, end‑user devices, and software across the region. Reporting to the Workplace Support Lead or IT Manager, this role ensures reliable, efficient, and effective delivery of Workplace Services while maintaining strong relationships with office and site contacts.

Requirements

Minimum 1 year of desktop support experience, ideally on a service desk
Qualifications in IT‑related subjects are desirable.
Relevant Microsoft Desktop training preferred; working toward or holding an MCSA for Windows Desktop is ideal.
ITIL Foundation Certificate is highly desirable.

Responsibilities

Provide deskside and on‑site support for PC hardware and software, printers, scanners, photocopiers, conferencing equipment, and other endpoint devices.
Monitor and troubleshoot desktop‑related issues, including PC performance, connectivity, application problems, virus outbreaks, and standard service requests (e.g., new PC provisioning, PC moves, hardware upgrades).
Deliver on‑site IT support for non‑desktop equipment such as network devices, servers, telephone systems, and server room infrastructure.
Conduct routine office or site visits for non‑urgent IT incidents, emergency visits for urgent issues, and periodic inspections of on‑site IT equipment and server rooms.
Work toward achieving service level and operational targets for incident management and request fulfillment; proactively escalate potential breaches to the regional Head of IT.
Ensure relevant stakeholders are informed about new and ongoing incidents.
Collaborate with local third‑party service providers to report, troubleshoot, and escalate technical issues.
Assign tasks to IT contacts and super users in remote offices when appropriate, providing remote guidance to support task completion.
Identify recurring problems and document known errors and workarounds for use by the Service Desk and other support teams.
Maintain strong working relationships with key office and site contacts.
Follow established processes to deliver Workplace Services consistently and effectively.
Ensure all actions comply with Mott MacDonald standards, policies, and regulatory requirements, including adherence to change management procedures.
Record all IT support activities in the IT management system.
Perform infrastructure‑related tasks (network, server, storage) as directed by regional and global Infrastructure and Hosting teams.
Provide “last‑mile” support for remote teams, assisting with hardware installation/removal, visual inspections, diagnostics, and other support needs.
Support IT projects and office relocations.
Identify and report issues with local office IT infrastructure—such as server room safety concerns—to office managers and relevant technical teams.
Identify service improvement opportunities and own related actions within the Workplace Services Improvement Plan.
Maintain accurate asset records for IT equipment.
Performs other duties as assigned to support project and team needs.