IT Service Desk Coordinator

SNC-Lavalin’s Atkins business is one of the world’s most respected design, engineering and project management consultancies.  SNC-Lavalin’s Atkins business has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years.

SNC-Lavalin’s Atkins business was ranked as the world’s 11^th largest global design firm by ENR in 2016 with nearly 18,000 employees worldwide. We have the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

JOB SUMMARY

The IT Service Desk Coordinator serves as the first point of contact for employees seeking technical assistance within the company. Technical assistance is provided via the company Service Desk process, which may include personnel “walk-up” interactions, remote phone support, and initial response to requests placed through the Service Desk management application. This is a hands-on administrative and entry-level technical support role.

Job Duties/Tasks/Responsibilities

Provide administrative support to the IT Organization to include shipping and receiving of equipment, purchase requisition entry, and document creation and editing.

Create and assign Service Desk tickets to ensure work is documented and scheduled.

Assist the IT staff in following up on outstanding Service Desk tickets to ensure a timely resolution.

Assist customers with IT request for hardware and software.

Assist customers by providing training materials, instructions, and user guides.

Provide basic troubleshooting for Microsoft Outlook and Microsoft Office.

Direct unresolved issues to the next level of support personnel and follow up to ensure issues are resolved.

Prepare and receive IT equipment shipments using FedEx and UPS.

Job Requirements:

Ability to communicate technical information both verbal and written to a wide range of end-users.

Education/Experience:

Minimum of an High School Diploma required.

Relevant technical experience for more than 1 year.

Customer Service experience.

Telephone Support.

Preferred prior Call Center experience.

Basic skills using and troubleshooting Microsoft Office, particularly MS Word, MS Excel, and PowerPoint.

Two to five years of hands-on experience working in an end-user desktop support role or computer operations environment required. 

An equivalent combination of education and/or experience in may substitute for education on a year for year basis.

Due to current law, and in conjunction with the advertised position’s scope of work, candidates that are Non-US citizens are required to be submitted for further approval to the NNSA before being considered for hiring purposes. In addition, any candidates with dual citizenship in the US and another country must undergo further review for approval by the NNSA. Proof of citizenship will be requested upon receipt of application/resume.

Atkins offers its employees a robust rewards package which includes: a competitive salary; a broad benefits package including medical/RX, dental, vision, life, disability, legal, hospitalization and other valuable voluntary options; generous time-off programs; flexible work schedules; 401(k) with employer match; professional and career development opportunities through our corporate university, as well as a highly-regarded tuition reimbursement program; and an unmatched culture focused on client-service, quality, and tireless pursuit of excellence in all we do. Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Vet/Disability.

Please view Atkins Equal Opportunity Statement here: http://careers.atkinsglobal.com/File.ashx?path=Root/Documents/north-america-welcome-new-employee/Equal_Opp_Stmt.pdf