IT Support Technician - Information Technology
Thornton Tomasetti

Los Angeles, California


Thornton Tomasetti provides engineering design, investigation and analysis services to clients worldwide on projects of every size and level of complexity. We are a growing 1500+ person firm with 10 practices: Structural Engineering, Forensics, Applied Science, Renewal, Resilience, Construction Engineering, Protective Design and Security, Facade Engineering, Sustainability and Transportation. We work on everything from landmark buildings to small-scale specialty structures, from the historic to the high performing, while balancing multiple objectives, including form, function, schedule, sustainability, constructability and budget. TALENT is at the core of our business.

The IT Support Technician role is to ensure proper computer operation so that end users can accomplish business tasks and work productively. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. He/she will primarily provide first-level technical support to TT Employees and will be an integral member of the IT Solutions Centre Team.

Responsibilities


  • Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

  • Build rapport and elicit problem details from service desk customers.

  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.

  • Escalate incidents with accurate documentation to suitable technician, when required.

  • Record, track, and document the service desk incident-solving process using ServiceNOW, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

  • Use remote tools and diagnostic utilities to aid in troubleshooting.

  • Research solutions through internal and external knowledgebase as needed.

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

  • Install antivirus software and ensure virus definitions are up to date.

  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

  • Test fixes to ensure an incident has been adequately resolved.

  • Develop knowledge base articles for the IT Team and FAQ lists for end users.

  • Contribute to technician knowledgebase as needed

  • Reinforce SLAs to manage end-user expectations.

  • Provide suggestions for continual improvement.


Education & Certification

  • College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.

  • Preferred Certifications: A+ (MSCA, MCSE and/or MTA. ITIL qualifications would be advantageous. Network+ certification a plus)


Knowledge & Experience

  • Working knowledge of ServiceNOW and ITIL processes such as Incident Management, Problem Management, Change Management

  • Good technical knowledge of PC hardware - specifically, knowledge including Dell Workstations, Dell Laptops, Lenovo Laptops, HP Printers, Kyocera Multi-Function Printer, Oce Plotters, Android and iOS handheld devices a plus hands-on hardware troubleshooting experience.

  • Strong working knowledge of Windows 10, Microsoft Office 2016, Office 365 suite

  • Knowledge of CAD/BIM applications (Autodesk and Microstation products) a plus.

  • Effective interpersonal, relationship-building and written/oral communication skills.

  • Exceptional written and oral communication skills.

  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

  • Strong documentation skills.


Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.

  • Ability to absorb and retain information quickly.

  • Ability to present ideas in user-friendly language.

  • Highly self-motivated and directed.

  • Keen attention to detail.

  • Proven analytical and problem-solving abilities.

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Exceptional customer service orientation.

  • Experience working in a team-oriented, collaborative environment.

  • Must be able to manage time effectively, be well organised, prioritise accordingly

  • Enjoy learning new things, enjoys variety, problem-solving and helping others


Work conditions

  • 40-hour onsite work week.

  • Able to work after hours / weekends and travel, as situations require

  • Expected to be physically in the office for the majority of the time


Thornton Tomasetti is proud to be an equal employment workplace. Individuals seeking employment at Thornton Tomasetti are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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