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Senior Desktop Support Technician

  • Job reference: NA-001775
  • Sector: Information Communications, Support Services
  • Location: Atlanta
This vacancy has now expired

Why not...

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 Atlanta, GA office as a Senior Desktop Support Technician.

The Senior Desktop Support Technician 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.


JOB DUTIES

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.

Own, 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 (to include local travel).

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.




EDUCATION AND EXPERIENCE

Associate's degree in Computer Science or related field or a minimum of 3 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

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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