Service Delivery Specialist - IT Support - Leeding Builders Group

AECOM•New York, NY

7d•Onsite

About The Position

This is a key role within Leeding Builders Group (“LBG”) responsible for the day-to-day running of IT services for the business in New York City. The IT Service Delivery Specialist will ensure that IT services, systems, software, and hardware across multiple sites, including a primary office in Midtown Manhattan and multiple New York City project sites, are delivered in line with the expectations of our business. The role works closely with the various functional teams within the broader IT organization. The role is expected to have knowledge and experience to act as a ‘trusted’ partner to the LBG business and the broader AECOM organization. Works to provide technical support and guidance to the business ensuring all personal computers, networked systems and telecommunication systems are functional. Applies basic knowledge of functional processes and business support to solve typical functional business support issues with minimal direction.

Requirements

BA/BS Business, Computer Science or similar curriculum and 4 years of relevant experience or demonstrated equivalency of experience and/or education.
Proven excellent customer service skills.
Outstanding written and verbal communication skills with the ability to present both technical and non-technical information to technical and non-technical audiences.
Experience in IT Service Delivery processes and procedures.
Capability to undertake project management of small projects or elements of larger projects.
Demonstrate an analytical and systematic approach to problem solving large or complex problems.
Be able to work on own initiative
Ability to effectively handle stress, pressures, and challenges
Fluent in English

Nice To Haves

Technology breadth, experience in IT desktop/remote support solutions and end-user computing at enterprise level
Experience (advanced level) with Windows 11 Enterprise, Microsoft 365 (formerly Microsoft Office), SharePoint, Teams, OneDrive, Exchange
Experience with Adobe and Bluebeam Revu software
PC hardware faultfinding, repair and maintenance
Basic knowledge of networking concepts such as VLANs, routing, QoS, wireless networking, switching, and connectivity troubleshooting
Active Directory (advanced understanding to be able to escalate properly)

Responsibilities

Develop knowledge/understanding of the company, its business, structure, products/services, operations and terminology.
Demonstrate clear commitment to customer service, able to communicate effectively with employees by telephone and in-person and provide information about products and services, escalating where appropriate.
Systems installation/decommissioning – install/remove/support hardware and/or software, and associated connections.
Plan, evaluate and propose improvements to desktop systems and provide extended support as and when required.
Application support - assist in the investigation and resolution of issues relating to applications.
Assist local network installation projects.
Support project site networks, including internet connections, wireless access points, switches, and network cabling.
Troubleshoot network connectivity issues, including cables, patch panels, and network equipment.
Assist network server support and maintenance procedures.
Assist in local project implementation, such as technology refresh and rollouts and project work.
Procure and set-up equipment for new employees prior to employee start date.
Maintain an inventory of the company’s IT assets (e.g., laptops, monitors, printers, etc.).
Maintain an inventory of software licenses and participate in license renewal activities.
Executes office moves from an IT standpoint including coordination with other AECOM parties.
Identify equipment requiring replacement due to end-of-life, damage, or other factors and manages the replacement process, including coordination with in-house procurement teams and/or the manufacturer’s warranty department.
Proactively engage, establish and build relationships with the key stakeholders within AECOM IT.
Work closely with AECOM IT teams to communicate technical issues, business needs, and proposed solutions to help resolve problems efficiently.
Place orders for IT equipment necessary to support business and project site operations.
Ensure main office and project site office conference room audio visual capacities are in good working order and troubleshoots as necessary; technologies include, but are not limited to, Microsoft Teams Rooms and Creston Flex devices.
Assist with the setup, support, and troubleshooting of project site technologies, including security cameras and other network-connected devices.
Identify opportunities to improve service delivery processes to ensure productivity and quality is maximized.
Manage incident escalations, managing customer expectations and ensuring swift resolution.
Identify opportunities for automation of repetitive tasks to improve performance, quality and consistency.
Create knowledge documentation for end users.
Maintain awareness of opportunities provided by new technology to address challenges or to enable new ways of working.
Maintain Canon uniFLOW system for secure print workflows.
Establish consistent IT equipment standards for project sites.
Periodically audit and, with approval, modify folder security permissions.
Follow cybersecurity procedures when handling malware incidents, infected devices, and external media such as USB drives.