This is an on-site position responsible for providing superior customer service and quality technical support for internal employees and external collaborative business partners. The ITFE will work as a part of a team to support employees located at a large construction jobsite in Cartersville, GA.

Responsibilities

• Interacts in-person, via telephone, email, IM, and web interface to assist users.
• Analyzes, prioritizes, troubleshoots, and resolves technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs.
• Installs and maintains software/equipment/networks at the jobsite.
• Responsible for creation, tracking, and resolving incidents and tasks in SolarWinds/Samanage.
• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at the jobsite.
• Responsible for maintaining company security through established tools.
• Responsible for implementing rollouts for company technology that may impact the jobsite.
• Follows ITIL processes for incident and problem management.
• Provides IT training during onboarding and provisions assets following established best practices.
• Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.
• Takes initiative to work with other cross-functional IT team members to improve the quality of service.
• Remains current on information technology, especially mobility solutions for business needs.
• Works with jobsite team to design and implement infrastructure according to company standards.
• Liaison with project team members to plan for jobsite IT needs during project lifecycle.
• Determines, recommends, procures, and executes products or services that best fit the requesters needs, within DPR large project standards.
• Implements and follows large project jobsite standardization practices.
• Works with service providers and trade partners to install and implement jobsite technologies.
• Responsible for mobilization and demobilization of IT equipment at field offices and other remote areas across project site.
• Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved, including communication and root cause analysis.
• Flexibility to identify and self-schedule afterhours or weekend work when needed.
• Troubleshoots various technical issues as level 1, level 2, or level 3 support.
• Coordinate and track IT project deadlines and tasks.

Position Requirements

Skills

• Excellent organizational, interpersonal, time-management skills
• Technically skilled in networking Cisco Meraki hardware (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP, FTP/SFTP, HTTPS)
• Able to support video conferencing and scheduling hardware/software
• Experience supporting Dell/Lenovo/Microsoft workstations and peripherals
• Able to support Mobile devices (iOS/Android)
• Skilled in Microsoft Office 365 and supporting diverse applications
• Ability to react quickly and efficiently to high pressure situations
• Expert in troubleshooting and root cause analysis
• Team player, accepts & seeks feedback
• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers, and suppliers
• Work effectively as a team contributor on all assignments
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
• Experience with Monday.com project tracking a plus
• Experience with Meraki a plus
• Experience with Microsoft Teams a plus
• Experience with Poly VC / VOIP a plus
• Experience with Microsoft Intune a plus
• Experience with Microsoft Autopilot a plus.
• Experience with fiber optic technology
• Experience with low voltage

Education

• AA degree in Computer Science or related field preferred, or equivalent related work experience
• ITIL Foundation certification preferred
• CompTIA A+ and Network+ preferred
• CCNA or MCSA certifications a plus
• ECMS (Meraki) a plus

Experience

• 3+ years experience in Technical Support role
• 1+ year experience in a Field Support role
• AEC industry experience a plus

Work Conditions

• On-site position. No remote or hybrid option.
• Primarily based in Cartersville at a local construction site.
• PPE may be required (DPR provided)
• Dusty conditions exist as a natural part of the job site.
• This position is hourly. Overtime by approval only.
• 40 hours a week
• Ability to lift 50 lbs.