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IT Support Technician

  • Job reference: NA-001593
  • Sector: Information Communications, Support Services
  • Location: Austin
Atkins 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.

Globally, Atkins is the largest UK-based engineering and design consultancy and one of the world's largest design firms 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.


Atkins seeks an energetic and highly motivated self-starter to join our Austin, TX office as a IT Support Technician.  The Information Technology Support Technician is responsible for the resolution of all second line incident and service requests in the region. They will have a good understanding of technology and demonstrate excellent customer service skills


JOB DUTIES

General troubleshooting of the Atkins desktop computing environment based on incidents and service requests logged via the Global Service Desk.

Management and resolution of all 2nd line incidents and requests assigned to their queue in Service Now.

Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines.

Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures.

Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.

Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.

Support the set-up of new offices, sites or projects across the local region.

Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety or other risk assessments.

Develop, review and improve processes to maximize efficiencies within the team.

Exhibit a flexible approach to working and provide coverage where necessary.

Provide training and guidance to end users.

Provide weekly/daily reports/time reporting and updates on current issues.

Provide conference room support including when needed maintaining connections to equipment.

Perform floor walks to engage with employees.

Maintain sufficient equipment stock to deliver service, including maintaining appropriate records.

May perform such other duties as the supervisor may from time to time deem necessary.



EDUCATION AND EXPERIENCE

Associate's degree in Computer Science or related field or a minimum of 2 years of experience in IT service principles and processes.


REQUIRED SKILLS

Technical support experience in multi-tier applications, including remote end-user support, to 250+ end users in small-large scale enterprise environment required.

Extensive knowledge of latest MS Software Applications including Windows 7 and Office 2010.

Knowledge of Local Area Networks and the TCP/IP protocol.

High level of proficiency and knowledge of working in a Corporate IT environment.

Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures.

Solid understanding of hardware and software asset management processes.

Ability to learn, understand, and apply new technologies.

Working knowledge of database/excel structures/tables/configurations.

Proven experience of data analysis and good numeracy, analytical and reporting skills.

Exceptional communication skills, both verbal and written.

Service oriented with a good understanding of end-to-end processes and working within service level agreements.

Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence.

Ability to communicate at all levels within the company.

Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.

Ability to lift 50+ lbs.

PREFERRED SKILLS

ITIL V3 Foundation Qualification preferred.

Working knowledge of Service Now.

Familiarity with scripting tools such as VB Script.

Working knowledge of VMware and ESXi.

Experience managing Windows Server 2008 and/or 2012.

Experience creating Active Directory groups and server permissions.

Experience installing software such as AutoCAD or Microstation.

Hard drive/RAM replacement experience.

PROFESSIONAL REGISTRATIONS

Microsoft Certifications (MCP, MCITP, MCTS, MCSA, etc.) preferred.

Comptia A+ or Comptia Network+ certifications preferred.

General Competencies expected of all Professionals and Managers are as follows: Client Service, Commitment, Communication, Innovation & Continuous Improvement, Professionalism, Quality, and Teamwork.

Ability to process paper/electronic documents and utilize computer equipment; ability to communicate clearly both orally and in writing; ability to visit project sites if necessary. Job also requires ability to assemble and analyze data.

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  




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