IT Support Specialist

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

Under the direction of the IT Manager, the IT Support Specialist I will provide exceptional technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. Support will be provided in person and via remote support to include phone, email, and messaging applications when applicable and requires responding to, documenting, and resolving service tickets in a timely manner. The IT Support Specialist I must have excellent problem solving skills in order to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. This position will support multiple platforms including desktops, laptops, mobile devices, and basic networking equipment. This is a hands-on technical support role.

Job Duties/Tasks/Responsibilities

Maintains a high degree of customer service for all support queries and adheres to all service management principles.

Assumes ownership of user problems and proactively works to resolve user issues.

Ensures that all service requests are logged in the service desk.

Responds to inquiries from employees and helps them resolve hardware or software problems.

Helps maintain a log of any software or hardware problems detected.

Supports users in the use of computer equipment by providing necessary training and advice.

Escalates more complex calls to the relevant Information Technology (IT) Support member.

Arranges for external technical support where problems cannot be resolved in house.

Performs other duties as assigned.

Job Requirements:

Experience with end-user and remote phone support.

Experience and comfort working in a fast-paced and challenging environment.

Experience troubleshooting and operating Microsoft Windows 7, Windows 8, and Windows 10.

Experience with Remote Desktop Support.

Experience with printer/peripheral device troubleshooting.

Candidate should exhibit the passion and commitment to provide the highest level of professionalism to the organization.

Entry Level Knowledge of TCP/IP, DNS and DHCP.

Experience with Linux Operations Systems

Experience with Windows System Administration for Windows Server 2008 R2 through Windows Server 2012.

Strong teamwork and communication skills.

Enjoys working in a collaborative team environment.

Ability to perform multiple tasks concurrently and respond to emergency situations effectively.

Education/Experience:

Minimum of an Associate's degree in Computer Science, Information Technology or other related fields.

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.

Certifications:

A+ Computer certification, Network+ Computer certification, Microsoft Certified Professional (MCP), or Microsoft Certified Solutions Expert (MSCE) preferred.

Ability to obtain and maintain a security clearance

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