Help Desk Analyst

Summit Design and Engineering Services is an award-winning, multi-disciplined firm headquartered in Hillsborough, NC. Our fast-paced, growth-oriented company strives to deliver innovative, elegant solutions to our clients while providing support and guidance to the communities where we live, work, and play. We have also been recognized throughout the industry: we are the current ACEC/NC Large Firm of the Year (2023) and have been on the NC Triangle Business Journal's Fast 50 for seven years.

At Summit, we know our employees are the backbone of our organization. That's why we've built a collaborative, growth-oriented environment where each team member is valued, heard, and supported in their career goals. We invest directly in our employee's success by offering a wide range of benefits, beyond the basics including student loan reimbursement, paid volunteer hours, education and certification assistance, wellness stipends, and a flexible workplace that encourages work-life balance. When our team succeeds, Summit thrives!

We seek individuals who will contribute to a more diverse, inclusive, and forward-thinking environment. If you're interested in joining over 400 of the industry's best and brightest, we welcome you to apply.

We are seeking a Help Desk Analyst to join our IT Team. The successful candidate will provide specialized IT support for business productivity applications, CAD design software, and a wide range of hardware devices. The standard workday may flex from 8:00 am – 5:00 pm, 7:00 am – 4:00 pm or 9:00 am – 6:00 pm to support our employees in various time zones. This position will be based in our Hillsborough or Raleigh office. After an estimated 6-month onboarding and team integration period, remote work options will be considered.

Responsibilities:

• Assist users in resolving difficult and complex problems, often escalated from junior staff, through in-depth discussions and diagnosis.
• Take necessary actions to remedy identified issues promptly and effectively.
• Diagnose complex problems and appropriately refer them to higher-level IT teams or specialists for specialized intervention.
• Offer work direction and training to junior staff to enhance their technical skills and knowledge.
• Coordinate with computer technicians to dispatch on-site support when required.
• Collaborate with other IT teams to identify recurring issues and contribute to system improvements and upgrades.
• Stay up-to-date with emerging technologies and industry trends to enhance the efficiency and effectiveness of IT support services.

Required Skills and Qualifications:

• Specialized training beyond high school in a relevant field.
• Minimum of 5+ years of hands-on experience in providing IT support for computer software and hardware applications, or equivalent expertise.
• Excellent problem-solving skills, with the ability to diagnose complex issues effectively.
• Exceptional written and verbal communication skills to engage effectively with users and team members.
• Strong leadership abilities and the capacity to provide guidance and training to less experienced staff.
• Proven ability to handle multiple tasks and prioritize work in a fast-paced environment.
• Extensive knowledge of Windows OS (Windows 10) and Microsoft Office (O365) as well as proficiency in CAD design software (Autodesk; Bentley).
• Willingness to travel as needed to support our satellite sites across the United States.
• Possess a valid driver's license with an acceptable motor vehicle record.

Preferred Skills and Qualifications:

• Additional certifications or training in relevant IT fields.
• Familiarity with iOS and Apple devices to enhance support for diverse technology platforms.
• Experience with Mobile Device Management (MDM) solutions such as Meraki or JAMF.
• Knowledge of Windows Active Directory, Windows Server, and basic networking.
• Bonus skill: Familiarity with Microsoft PowerApps.

Summit Design and Engineering is an Equal Opportunity Employer/Affirmative Action. E-verify.

A background check, including a criminal and driving record check, will be performed. A criminal conviction will not automatically disqualify a candidate. Many factors will be considered when a conviction is present.

Current Openings for Help Desk Analyst Jobs at Summit Design and Engineering Services