Senior IT Support Technician - Information Technology
Thornton Tomasetti

Chicago, Illinois


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 Senior IT Support Technician role provides second-level IT/technical support to end users at Thornton Tomasetti, as part of the Global IT Service Delivery Team. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

For IT Professionals who like to take initiative, collaborate with a great team, and accomplish things you can be proud of, this is an unusually good place to work. We are big enough to have interesting problems and fast moving technology, but not so big that we are bureaucratic or inhumane.

Responsibilities


  • Provide second-level technical support of incoming requests to the via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

  • Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

  • Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.

  • Record and manage equipment sent to repair depots for equipment under warranty or service contracts.

  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.

  • Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.

  • Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's end-user computing environment.

  • Where required, administer and resolve issues with associated end-user workstation networking software products.

  • Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.

  • Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.

  • Ensure that physical deskside connections (Ethernet connections, connectors between PCs and servers, etc.) are in proper working order.

  • Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.

  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.

  • Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.

  • If necessary, liaise with third-party support and equipment vendors.

  • Contribute to technician knowledgebase as needed

  • Reinforce SLAs to manage end-user expectations.

  • Provide suggestions for continual improvement.


Formal Education & Certification

  • College diploma or university degree in the field of computer science and/or 3+ 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

  • Excellent 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.

  • Analytical and problem-solving abilities, with keen attention to detail.

  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment

  • 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 organized, prioritize accordingly

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


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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