IT Support Technician

Mott MacDonald • Pensacola, FL

1d • $60,000 - $70,000 • Hybrid

About The Position

At Mott MacDonald, we trust our brilliant people to do brilliant things in engineering, management, and development services, supporting multisector project work in over 150 countries. As one of the largest employee-owned companies in the world, we pride ourselves on our ability to deliver exceptional outcomes through our network of 20,000+ talented consultants. With sustainability and innovation at the heart of all our sectors in North America, including, Buildings, Energy, Transportation, and Water. We believe in empowering our people to excel, learn, and grow, offering diverse opportunities to contribute to career-defining work. Join us and be part of a collaborative environment where your ambitions are united with ours, and you can truly shape your story. If you share that vision, even if you don’t meet every requirement listed, we’d still love to hear from you. We value potential and diverse perspectives as much as experience. Let’s explore how we can support your growth and help you take the next step in your career, while contributing to an exciting new chapter for Mott MacDonald in North America. The Workplace Support Analyst is responsible for providing deskside and remote IT support for PCs, end user devices and software in the region reporting to the Workplace Support Lead/IT Manager.

Requirements

• Desktop Support experience, ideally having worked for at least one year on a Service Desk.
• Detailed knowledge and experience of supporting desktop computer environments including hardware, software and corporate applications
• Experience of using ticketing system to record and manage work.
• Experience working in a service level driven environment.
• Knowledge of cybersecurity principles, frameworks, and threat mitigation strategies.
• Excellent customer service skills.
• Ability to communicate clearly and concisely with senior staff members in high pressure situations.
• Excellent English language skills.
• Excellent customer service skills with the ability to communicate clearly and concisely with all levels of staff.

Nice To Haves

• Qualifications in IT related subjects are desirable
• Relevant Microsoft Desktop training ideally working towards or possessing MCSA for Windows Desktop.
• ITIL Foundation Certificate is highly desirable.
• Experience working in a global organization is beneficial.

Responsibilities

• Deskside and on-site support includes support and maintenance of PC hardware and software, printers, scanners, photocopiers, conferencing equipment and other end-point devices
• Monitoring and troubleshooting desktop related problems including PC performance, connectivity and applications issues, managing virus outbreaks and fulfilling standard service requests such as the provision of new PCs, PC moves and hardware upgrades
• On-site IT support includes support for non-Desktop IT equipment located in offices such as network equipment, servers, telephone systems and server rooms.
• On-site IT support includes routine office or site visits to deal with non-urgent IT incidents and requests, emergency visits for urgent incidents and periodic visits to inspect on-site IT equipment and infrastructure such as server rooms
• Works to achieve relevant service level and operational level targets for incident management and request fulfilment and proactively escalates potential service level breaches to the Head of IT for the region
• Ensures relevant people are informed about new and on-going incidents
• Works with relevant local third-party service providers to report, troubleshoot and escalate problems
• Allocates tasks to IT contacts and super users in remote offices where appropriate and provides remote guidance to enable them to complete tasks
• Proactively identifies problems and documents known errors and workarounds for use by the Service Desk and other support teams
• Maintains relationships with key office and site contacts
• Follows processes to deliver regional Workplace Services reliably, efficiently and effectively
• Ensures own actions comply with Mott MacDonald standards, policies and any regulation; this includes adhering to the change management
• Ensure that all IT support work is recorded in IT management system.
• Undertakes infrastructure (network, server, storage) tasks and actions, as guided and directed by the regional and global Infrastructure and Hosting teams
• Provides ‘last mile’ support for remote teams, to assist with hardware installation and removal, visual inspections, problem diagnosis and other support as required
• Provides assistance with IT projects and office moves
• Highlight any issues with the local office IT infrastructure e.g. server room safety issues, to relevant staff including office managers and relevant technical teams in the service centers
• Identifies service improvements and owns relevant actions within the Workplace Services Improvement Plan
• Keep asset records up to date for IT equipment

Benefits

• At Mott MacDonald, our employees have a stake and a voice in our business, providing them with a direct connection to our success through our personal and group performance bonuses.
• We provide a comprehensive benefit package that includes 401k, medical, dental and vision insurance, short-term/long-term disability, paid holidays, PTO, parental leave, and company paid life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees