Technology Support Rep III chez Hntb

What We're Looking For

At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners.

This opportunity entails being responsible for providing technical support to the business. This position performs hardware, software and network troubleshooting and diagnosis for problems of diverse scope and complexity. Also performs office move technology logistics, equipment lease replacements, cost optimization and daily file server administration.

The team mission is to provide prompt, friendly, customer-focused support to minimize Time-on-Job disruptions by following standard, repeatable processes. Works independently with minimal guidance. May serve as resource to less experienced employees.  

What You’ll Do:

• Responsible for providing prompt, friendly, customer-focused support to a designated office.
• Logs all service desk calls, email requests, and in person requests into the IT Service Management System. Responsible for updating service ticket information.
• Diagnoses and resolves complex to advanced hardware, software and network issues. Redirects or escalates incidents and service requests as needed.
• Identifies and anticipates related issues and advises users on appropriate action.
• Advises on escalation requests for Technology Support Representative (TSR) I & II’s. 
• Learns new products and services. Offers advice and subject matter expertise to help peers solve more complex issues.
• Supports local office moves by physically moving and setting up the equipment. Follows IT standard practices and procedures for moves and workstation transfers.
• Submits technology orders to ensure local offices have the technology needed to do perform work. 
• Ensures asset management system is accurate and up to date.
• Provides system and server support including but not limited to VoIP, call manager, network systems, file share creation, machine account maintenance, etc.
• Participates on special projects, including but not limited to software upgrades, project pursuit support, etc.
• Partners with the business and office to solve issues and remove barriers to productivity.
• Creates and maintains knowledge articles. Partners with subject matter experts to understand application and documentation requirements. Organizes materials for conciseness, style, and consistent terminology.
• Coordinates the lease replacement and returns. Follows standard procedures and product inspections to ensure equipment is returned and appropriate documentations is obtained according to contracts.
• May mentor lower-level peers as needed.
• Performs other duties as assigned.

What You’ll Need:

• Associate's or technical degree in Computer Science, Information Technology, Engineering, or related degree and 4 years of relevant experience, or
• In lieu of degree, 6 years of experience in technical support or relevant experience

What You'll Bring:

• Begins to act as a subject matter expert in one or two specific areas of relevant technology and software. Applies experience to assist in the implementation and delivery of limited complexity within an assigned office.
• Capable of acting as a task lead related to TSR activities occurring within an office, with little to no oversight.
• Able to independently resolve higher tier tickets escalated by lower level TSRs.
• Mentors and provides training to junior colleagues.
• Excellent knowledge of technical standards and requirements, stays current with new technology, and produces quality work.
• Able to assess people and situations to accurately form opinions based on information, experience, and inference. Judgment is unclouded by past experience/relationships.
• Can be counted on; accomplishes things in a timely manner and on a consistent basis. Follows through on commitments. Able to answer for self and others. Does not pass the buck or make excuses.
• Carefully considers who needs to be involved in situational analysis, effective decision making, implementation planning, and reassessments for purposes of getting the best outcome and development of the people.

What We Prefer:

• Bachelor's degree in Computer Science, Information Technology, or related degree and 5 years IT support experience

Additional Information

Click here for benefits information: HNTB Total Rewards

Click here to learn more about Equal Opportunity Employer/Disability/Veteran

Visa sponsorship is not available for this position.

#DG #IT

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Locations:

Atlanta, GA

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NOTICE TO THIRD-PARTY AGENCIES:

HNTB does not accept unsolicited resumes from recruiters or agencies.  Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of HNTB.  HNTB will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person or entity. Staffing/employment agencies who have fee agreements with HNTB must submit applicants to the designated HNTB recruiter to be eligible for placement fees.

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