IT Support Technician
About The Position
The IT Support Technician is the hands-on technology resource for engineers, surveyors, and staff in the assigned region. This is an end-user support role that owns issues from first contact through second-level resolution and supports engineering and design applications. Support is delivered remotely by phone, chat, email, and remote-access tools, as well as in person when needed. The technician supports regional offices and may provide national overflow coverage. The role works a set weekday shift on a staggered team schedule extending support into early morning and evening across time zones. The technician may be the only technician on shift, with escalation support from the IT Service Delivery Manager and infrastructure and applications teams. The role is remote in the Southeast, based in Miami, Florida, with an estimated 20–30% travel within the region and rare weekend maintenance.
Requirements
- At least 4 years of hands-on desktop, end-user, or help desk support, including on-site and remote support of multiple office locations.
- Strong, methodical troubleshooting and problem-solving skills, including gathering facts, diagnosing causes, and resolving issues.
- Ability to work independently and manage time and multiple requests to meet promised timeframes.
- Excellent customer service skills, including patience, listening, and remaining calm with frustrated users.
- Clear spoken and written communication, including explaining technical concepts in plain language and writing clear ticket notes and documentation.
- Judgment to represent IT credibly to senior engineers and office leaders.
- Valid driver's license and willingness to travel within the region.
- Ability to lift and move equipment weighing up to 50 lbs.
- Windows 10/11 endpoint troubleshooting, imaging, and application deployment skills.
- Microsoft 365 client services and Teams support experience.
- Active Directory and Microsoft Entra ID account administration, permissions, and MFA support.
- Networking fundamentals, including TCP/IP, DNS, DHCP, and VPN, plus wireless troubleshooting.
- Printer, plotter, and peripheral setup and troubleshooting skills.
- Experience with remote support tools and a ticketing/ITSM system such as ServiceNow or Jira.
- Mobile device management experience, such as Microsoft Intune.
Nice To Haves
- Experience supporting architecture, engineering, or construction software, including Autodesk AutoCAD, Civil 3D, or Revit; Bentley MicroStation or OpenRoads; Esri ArcGIS; and survey or reality-capture tools.
- Experience supporting survey or field hardware or drone data workflows.
- Conference room and audio/visual support experience.
- Experience with an office acquisition or IT integration.
- Certifications such as CompTIA A+ or Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.
- Associate degree in Information Technology or a related field.
Responsibilities
- Serve as the go-to IT contact for offices in the assigned region.
- Own escalations end to end, coordinating with infrastructure, applications, and vendors until issues are closed.
- Identify recurring problems and flag them for root-cause fixes.
- Handle requests by phone, chat, email, self-service portal, and in person, resolving them on first contact where possible.
- Provide remote support to users at home, in the field, and in offices without on-site IT.
- Troubleshoot Windows laptops and desktops, Microsoft 365 and Teams, identity and MFA, printers and plotters, peripherals, and mobile devices.
- Troubleshoot Wi-Fi, VPN, and local network connectivity, escalating to infrastructure teams or vendors when needed.
- Process access requests, password and MFA resets, distribution list changes, and license changes.
- Log requests in the ticketing system, keep users informed about request status, and maintain accurate asset inventory.
- Support desktop CAD, BIM, and GIS applications, including license clients and large-format printing.
- Support survey and field hardware, data offload workflows, and drone (UAS) data handling.
- Image, configure, deploy, refresh, and securely retire laptops, desktops, mobile devices, and peripherals.
- Manage onboarding and offboarding, including accounts, permissions, devices, and system access.
- Set up and troubleshoot conference room and audio/visual equipment.
- Write and maintain knowledge base articles and technical procedures.
- Help users make effective use of equipment and software, explaining technical issues in plain language.
- Support company-wide rollouts, including migrations, security controls, application changes, and integration of acquired offices.
- Participate in rare weekend maintenance when needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
