This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will primarily support employees located in a regional office and at construction jobsites.

Responsibilities

• Interacts in person, via telephone, email, IM, and web interface to assist users
• Analyze, prioritize, troubleshoot, and resolve technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs
• Support includes the diagnosing and troubleshooting of the company’s technology, including, but not limited to workstations, mobile devices, client-server applications, cloud application, local and network devices.
• Installs, troubleshoots and maintains software/equipment/networks at jobsites and assigned regional office.
• Responsible for scheduling and organizing visits to jobsites and offices in area of responsibility
• Responsible for creation, tracking, and resolving incidents and tasks in Samanage.
• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at jobsites
• Responsible for maintaining company security through established tools.
• Involved in company-wide IT projects providing input and deliverables in all phases.
• Follows ITIL processes for incident and problem management.
• Documents best practices and known fixes in Samanage knowledge base.
• Provides IT training during new hire orientations and provisions assets following established best practices.
• Participates in software installations and upgrades
• Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.
• Takes the initiative to work with other cross functional IT team members to improve the quality of service.
• Remains current on technology, especially mobility solutions for business needs.
• Works with jobsite teams to design and implement infrastructure according to company standards
• Liaison with business project estimators and project managers to plan for jobsite IT needs during preconstruction phase and throughout the project lifecycle.
• Determine, recommend, procure and execute which products or services best fit the customers’ needs, within DPR standards and following our strategy.
• Implement and follow jobsite standardization practices.
• Work with service providers to install and implement jobsite technologies.
• Responsible for mobilization and demobilization of IT equipment at jobsites.
• Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved, including communication and root cause analysis.
• Create a positive support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Flexibility to travel and work after hours or weekends, if needed.
• Coordinate and track IT project deadlines and tasks.

Position Requirements

Skills

• Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (DHCP, FTP/SFTP, HTTPS, TCP/IP)
• Able to support video conferencing and scheduling hardware/software
• Experience supporting a primarily based Windows environment, experience with MACs a plus.
• Able to support Mobile devices (IOS/Android)
• Skilled in Microsoft Office 365 and supporting diverse applications. 
• Ability to learn on the fly.
• Ability to react quickly and efficiently to high pressure situations
• Excellent organizational and interpersonal skills.
• 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 any of the following items a plus:  Meraki, Microsoft Teams, Poly VC/VOIP, Microsoft Intune, Autopilot, Basic Server administration 

Education

• AA degree in Computer Science or related field preferred, or equivalent related work experience
• CompTIA A+ and Network+ preferred
• CCNA or MCSA certifications a plus

Experience

• 5+ years experience in Technical Support role
• 2+ years experience in a Field Support role
• AEC industry experience a plus

Work Conditions

• Primarily based either in our DC (Reston) or Baltimore offices with frequent travel to local sites and offices in the DC, Baltimore, and Philadelphia area.  
• Candidate must be able to lift 50 lbs and handle occasional strenuous physical activity.
• There may be occasional travel domestically.
• This position is salaried.
• DPR will provide a company work-use vehicle for this position.