Help Desk Support Technician II

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 Support Technician II, to take on an expanded role in our IT department, providing advanced technical support and expertise to our employees. This person will provide essential technical support for our employees; this person will also have the opportunity to support Help Desk team members with navigating and overcoming IT challenges. This position is ideal for individuals with a strong IT background and a track record of successfully resolving complex IT issues.

Responsibilities:

• Provide Tier 1 and Tier 2 support for business productivity applications, including Office 365, Deltek, and Adobe, as well as CAD design software like Autodesk and Bentley.
• Set up new computers, ensuring they have the required user profiles, software programs, mapped drives, network printers, and other necessary configurations for new hires and existing employees' life-cycle upgrades.
• Maintain accurate and up-to-date records within our IT asset management system.
• Create and manage user accounts in O365 and Active Directory with meticulous attention to detail.
• Resolve daily incoming help tickets in a timely and efficient manner, ensuring our team members receive the support they need to maintain productivity. When necessary, triage and escalate tickets appropriately to higher-level IT support.
• Coordinate with 3rd-party technicians to dispatch on-site support when required.
• Collaborate with other IT members to identify recurring issues and contribute to system improvements and upgrades.
• Collaborate on special IT-related projects and system upgrades as required.
• Stay up-to-date with emerging technologies and industry trends to enhance the efficiency and effectiveness of IT support services.

Required Skills and Qualifications:

• High school diploma and/or an Associate's or Bachelor's degree in a related field with a minimum of two years of related experience in a Help Desk or IT-related role.
• Exceptional written and verbal communication skills to engage effectively with users and team members.
• Strong collaborative skills and the ability to thrive in a fast-paced team environment.
• Excellent multitasking abilities and strong organizational skills, even with limited supervision.
• Advanced knowledge of Windows OS (Windows 10) and Microsoft Office (O365).
• Willingness to travel as needed to support our satellite sites across the United States.
• Capability to work at a computer for extended periods of time.
• Physical ability to lift up to 50 pounds on occasion, and to bend, stoop, and kneel.
• Possess a valid driver's license with an acceptable motor vehicle record.

Preferred Skills and Qualifications:

• Proficiency with iOS and Apple devices.
• Experience of Mobile Device Management (MDM) solutions such as Meraki or JAMF.
• Familiarity with Windows Active Directory, Windows Server, and networking principles.
• 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 Support Technician II Jobs at Summit Design and Engineering Services