Why join us?
It’s an exciting time at AtkinsRéalis! We are rapidly growing in the US. Our company purpose is to build a better world for our planet and its people. We recognize the importance of making sure that our clients and employees, feel this purpose every day. AtkinsRéalis is proud of our company culture that promotes, diversity, equity and inclusion. Our company ethos include collaboration through the connection of people, data and technology. We are a global firm, who leverages having employees located throughout the world, creating valuable partnerships and doing our part to make this planet and its people, thrive. We need energetic, passionate and eager professionals like you to join our team. There has never been a better time to be a part of AtkinsRéalis!
We are seeking a Senior Desk Side Technician to join our IT Support team in Calverton, MD.
The Senior Desk Side and Technology Support Analyst is the central point of contact for all second line related incidents and service requests in the region. They are responsible for resolving advanced support requests and maintaining resources as well as meeting customer satisfaction and continuous service delivery demands.
About us
AtkinsRealis is one of the world’s most respected design, engineering and project management consultancies. AtkinsRealis 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. AtkinsRealis has 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.
How will you contribute to the team?
- Supervision of local IT resources.
- Manage, prioritize, and resolve all 2nd line incidents and requests according to regional SLAs.
- General troubleshooting of the Atkins desktop computing environment based on incidents and service requests logged via the Global Service Desk.
- Deploy desktop computers and peripherals as well as record and track assets during deployment according to Group Is standards and workflow procedures.
- Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
- Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.
- Manage, monitor and maintain equipment rooms to comply with Group IS and QSE standards.
- Support the set-up of new offices, sites or projects across the local region.
- Management of regional purchasing logistics including purchase order submittal and equipment receipt and documentation.
- Responsible for the recycling of all expired IT equipment and technologies, ensuring correct disposal according to policy.
- Act as an escalation point for 2nd Line support issues.
- Ensure maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety or other risk assessments.
- Act as an escalation point for local service issues.
- Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software.
- Daily analysis of reports indicating tickets outside of SLA with local team.
- Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Team Lead.
- Manage and review processes defined in the IS Business Management System.
- Works as directed by Desk Side and Technology Support Team Lead to maintain / enhance desk side services.
- Provide coverage for the local Desk Side and Technology Support Team Lead when required.
- Conduct training programs designed to educate customers about basic and specialized applications.
- Provide support for less experienced members of the team.
- May perform such other duties as the supervisor may from time to time deem necessary.
How will you contribute to the team?
- Associate degree in computer science or related field or a minimum of 3 years of experience in IT service principles and processes.
- Additional experience required includes:
- High level of proficiency and knowledge of working in a Corporate IT environment.
- Solid understanding of hardware and software asset management processes.
- Experience of working to (and exceeding) Service Level Agreements.
- Broad technical understanding of technology services being supported.
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills.
- 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 communicate at all levels within the company.
- Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
- ITIL V3 Foundation Qualification preferred.
- Working knowledge of Service Now preferred.
- Strong customer service skills.
- Certification from Microsoft preferred.
What we offer at Atkins:
AtkinsRéalis realizes that health, mental and financial wellbeing, are all equally needed to achieve balance in life. We are pleased to offer a robust rewards package that help our employees have peace of mind in and outside of work. Our benefit offerings address all of the areas that are part of living a healthy life.
We recognize that what is important to people, continues to change. Some of our other benefits to ensure our employees feel supported, include continuing to offer health and dental coverage for domestic partners and a full list below. Our culture is one of providing support and training for our employees to thrive. We offer learning and development programs, training, career pathing opportunities, and a tuition reimbursement plan. At AtkinsRéalis, you will enjoy a robust rewards package which includes:
- Competitive salary
- Flexible work schedules
- Group Insurance
- Paid Family Leave
- Two Floating Holidays
- Paid Parental Leave (including maternity and paternity)
- Pet Insurance
- Retirement Savings Plan with employer match
- Employee Assistance Program (EAP)
- Learning and development programs, training, career opportunities and a highly regarded tuition reimbursement program
- An inclusive culture of Employee Resources Groups centered around women, African-Americans, Hispanics, LGBTQ+, Neurodiversity and Emerging Professionals.
- A Foundation that is employee-funded with a 2-to-1 match from the company providing STEAM education for minorities from K-12 to college.
If this sounds like you and you would like to expand your career with us, apply today!
AtkinsRéalis is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Veteran/Disability.
Please review AtkinsRéalis Equal Opportunity Statement here:
https://careers.atkinsrealis.com/equal-opportunities-statement
AtkinsRéalis cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.
By submitting your personal information to AtkinsRéalis, you confirm that you have read and accept our Privacy Notice.
Upon acceptance of an offer, all candidates must go through a drug screen test and background check. AtkinsRéalis is a federal contractor which mandates a satisfactory background screening report and drug test that supersedes state laws.
Note to staffing and direct hire agencies:
In the event a recruiter or agency who is not on our preferred supplier list submits a resume/candidate to anyone in the company, AtkinsRéalis family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency.
https://careers.atkinsrealis.com/recruitment-agencies
