Leo A Daly & Lockwood, Andrews & Newnam, Inc.

  • Information Technology Specialist

    Job Locations US-TX-Dallas
    Req No.
    2018-3809
    Category
    IT
    Type
    Regular Full-Time
  • Overview

    The IT Specialist will support and maintain company laptops, desktops, peripherals, software, and IT Systems.  This will include installing, diagnosing, repairing, maintaining and upgrading hardware and software while ensuring optimal performance.  The IT Specialist will be able to troubleshoot problems in a timely and accurate fashion and provide end user training and assistance when required.  This position is customer facing and requires strong customer service skills. 

    Responsibilities

    • Field incoming helpdesk requests from the user community in a courteous manner via phone calls, helpdesk requests, email and/or walkups. 
    • Promote the use of the Helpdesk System and assist the user community with requesting assistance. 
    • Use the Helpdesk System to track, record, and document the problem-solving process, including all successful and unsuccessful attempts at resolving the issue through to the final resolution.
    • Support users across dispersed locations using remote assistance software and a variety of communication tools.
    • Obtain and document detailed issue descriptions from the end user.
    • Resolve issues through the use of diagnostic and helpdesk request tracking tools, as well as provide hands-on assistance as needed.
    • Prioritize and schedule issues, escalating and assigning trouble tickets to the appropriate discipline area. 
    • Provide training and support to the user community and fellow team members on computer operations and other areas as they are needed. 
    • Install, configure, test, maintain, monitor and troubleshoot IT related hardware, software, peripherals, and printers. 
    • Liaise and provide assistance to other IT functional areas as needed. 
    • Perform post resolution follow-ups to helpdesk requests.
    • Develop Frequently Asked Questions and other documentation for use by the user community.
    • Maintain inventory of all IT related hardware.
    • Develop and maintain software installation and configuration documentation for use by IT.
    • Research, evaluate and recommend hardware and software products to be used company-wide.
    • Recommend, schedule and perform hardware and software improvements, upgrades and repairs.
    • When necessary, liaise with third-party support and vendors. 
    • In conjunction with ALL IT aid in the development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crisis in accordance with them.

    Qualifications

    • Bachelor’s degree in a Computer Science or MIS related field.
    • Technical certifications a plus.
    • Experience with Microsoft System Center or a similar service/asset system.
    • Strong customer service skills.
    • Experience supporting a user community remotely over dispersed locations.
    • Excellent technical knowledge of IT related hardware such as laptops, desktops, multi-function printers, peripherals, large format printers and copiers.
    • 2+ years hardware and software troubleshooting experience in a business environment.
    • Experience supporting software applications such as Microsoft Office, Microsoft Windows, Adobe Creative Suite, 2D/3D AutoCAD, Revit, Microstation, ArcGIS and Google applications.
    • Experience working for an engineering or architectural firm a plus. 
    • Ability to read, understand and use technical manuals, procedural documentation, and OEM guides. 
    • Ability to conduct research on IT related problems and products.
    • Strong interpersonal, written and communication skills.
    • Ability to communicate technical terminology to the user community in a way they can relate to and understand.
    • Self-motivated and directed and pays close attention to detail.
    • Analytical and problem-solving skills.
    • Ability to keep up the pace of a high-pressure environment by prioritizing and task dividing.
    • Experience working in a team-oriented, collaborative environment.

    EEO Information

    Leo A Daly Company is an Equal Opportunity Employer and gives consideration for employment to qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Leo A Daly Company, is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with a disability. Applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may contact the Human Resources Department at 402-391-8111. For more information about your rights under the law, see EEO is the Law

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