IT Support Technician
About The Position
HGA is seeking a professional IT Support Technician who is self-motivated, customer service driven and extremely organized for an excellent opportunity in our San Francisco and Northern California offices. This individual will provide technical support and assistance to our internal users, ensuring seamless operation of computer systems, networks, and applications. They will maintain communication with the Help Desk Supervisor, Office Directors, and the Help Desk team firmwide, that is timely, on-going, and accurate. In this role you will: assist with the creation of software images for the setup of PC’s and also for troubleshooting of PCs; perform installations, change-outs, of hardware/software and peripheral components such as monitors, keyboards, printers, etc. for users upon request or as needed; utilize technical knowledge to assist with the repair of existing network topologies following IT procedures and methods; understand the importance of overall accountability and provide reports, verbal and/or written updates as requested; utilize our IT Service Management (ITSM) ticketing platform to log, track, and prioritize support requests, ensuring accurate documentation of issues and resolutions; assist with the on-going and open line of communication with the local Office Director so that all parties are mutually informed of issues, changes, short and long-range plans as it relates to equipment and processes; provide technical assistance, troubleshooting, and training to all users as needed in a timely, courteous manner and solicit support from Help Desk team members when needed; provide first line contact regarding all software, specifically AEC software, Microsoft Office (o365), Adobe products, and solving general problems; understand, support, and troubleshoot technical and workflow aspects of a hybrid work environment where users may be in office, at jobsites, or working remotely; participate and coordinate other issues to appropriate contacts in the firm, such as working with IT Infrastructure teams on servers, networking, and storage; travel to HGA’s regional offices to provide in-person support as needed; participate in after-hours and weekend on-call support rotation; and be responsible for other duties as assigned.
Requirements
- Associate degree in computer science or equivalent experience
- A combination of formal education, technical training, certification, and/or experience that provides the requisite knowledge, skills, and abilities
- Minimum 2-4 years of experience in Desktop Support
- Local environment experience with the following preferred: CAE/CAD/REVIT, iOS, MacOS, Windows 10/11, PowerShell, SCCM
- Willingness to work a flexible schedule (off-hours support & implementation projects)
- Willingness to travel to HGA regional offices as needed
Nice To Haves
- Local environment experience with the following preferred: CAE/CAD/REVIT, iOS, MacOS, Windows 10/11, PowerShell, SCCM
Responsibilities
- assist with the creation of software images for the setup of PC’s and also for troubleshooting of PCs
- perform installations, change-outs, of hardware/software and peripheral components such as monitors, keyboards, printers, etc. for users upon request or as needed
- utilize technical knowledge to assist with the repair of existing network topologies following IT procedures and methods
- understand the importance of overall accountability and provide reports, verbal and/or written updates as requested
- utilize our IT Service Management (ITSM) ticketing platform to log, track, and prioritize support requests, ensuring accurate documentation of issues and resolutions
- assist with the on-going and open line of communication with the local Office Director so that all parties are mutually informed of issues, changes, short and long-range plans as it relates to equipment and processes
- provide technical assistance, troubleshooting, and training to all users as needed in a timely, courteous manner and solicit support from Help Desk team members when needed
- provide first line contact regarding all software, specifically AEC software, Microsoft Office (o365), Adobe products, and solving general problems
- understand, support, and troubleshoot technical and workflow aspects of a hybrid work environment where users may be in office, at jobsites, or working remotely
- participate and coordinate other issues to appropriate contacts in the firm, such as working with IT Infrastructure teams on servers, networking, and storage
- travel to HGA’s regional offices to provide in-person support as needed
- participate in after-hours and weekend on-call support rotation
- be responsible for other duties as assigned
Benefits
- annual bonus and success sharing bonus program
- 401(k) guaranteed contribution
- paid parental leave
- medical, dental and life insurance plans as well as PTO and short- and long-term disability programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
