Overview:
Join American Structurepoint and become part of a team that goes the extra mile for our clients and communities. We live by our values -respect, staff development, results and family. Our team is encouraged to explore new ideas and turn our clients' dreams into reality. With exceptional benefits, training, and mentorship, we pave the way for a rewarding career. Ready for more than just a job? Explore opportunities with us and help improve the quality of life in the communities we serve.
Job Summary
The IT Support Technician independently resolves complex endpoint, application, Microsoft 365, virtual desktop infrastructure (VDI), and connectivity issues. This role helps with escalated tickets, supports other IT Support Technicians, and contributes to documentation, knowledge sharing, and continuous improvement across IT Services.
Responsibilities:
- Provide technical support for hardware, software, endpoint, peripheral, printing, workstation configuration, and connectivity issues.
- Troubleshoot Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint, as well as intermediate VDI issues.
- Independently troubleshoot complex Autodesk, Bentley, Bluebeam, and other engineering application issues, including errors, licensing, configuration, and workstation dependencies.
- Use structured troubleshooting methods, system and application logs, and technical information to identify root causes and resolve issues involving multiple technologies.
- Own complex and escalated tickets through resolution, maintain accurate documentation, prioritize assigned work, and meet established service-level expectations.
- Communicate technical information clearly to non-technical users and maintain professional ownership throughout high-impact or difficult support situations.
- Serve as a technical resource for IT Support Technician staff; share troubleshooting knowledge and assist with onboarding and training when requested.
- Document recurring solutions, contribute to knowledge-base content, identify support trends, and recommend process improvements.
- Collaborate with application, infrastructure, endpoint, asset, and other IT teams when escalation or cross-team coordination is required.
- Participate in the IT Services on-call rotation and assist with office moves, special projects, and technical initiatives.
Follow IT security, compliance, and organizational standards while maintaining current knowledge of supported technologies.
Knowledge, Skills, and Abilities
- Strong troubleshooting and analytical skills with the ability to address complex, multi-system issues.
- Working knowledge of endpoint hardware, Windows workstation environments, Microsoft 365, VDI, networking, connectivity, and common peripherals.
- Ability to support specialized engineering applications and determine whether an issue originates from the application, endpoint, network, user configuration, or infrastructure.
- Effective ticket ownership, prioritization, documentation, escalation, and customer communication skills.
- Ability to work independently while collaborating with teammates and supporting other technicians.
- Commitment to customer service, continuous improvement, knowledge sharing, security, and compliance.
Qualifications:
Candidates should have prior experience providing technical support in a professional environment, including experience resolving issues beyond basic procedures and managing escalated work. Relevant education, technical training, certifications, or an equivalent combination of education and experience may be considered.
Additional Expectations
- Ability to participate in an on-call rotation.
- Ability to occasionally travel to other offices.
- Ability to support desk moves, office moves, endpoint changes, and non-standard user requirements.
- Professional, clear, and customer-focused communication with technical and non-technical users.
Physical Demands
The physical demands described here are representative of those required to successfully perform the essential functions of the position. Reasonable accommodations may be made for individuals with disabilities.
- Prolonged sitting at a computer workstation.
- Ability to communicate clearly both verbally and in writing.
- Close vision for computer and document review.
- Occasional walking, standing, or reaching as necessary.
- Ability to lift up to 15 pounds.
- Consistent, reliable attendance and punctuality.