IT Support Technician II

Responsibilities

The IT Support Technician is responsible for providing in-person support for both regional office employees and local construction jobsite teams in Charlotte, NC and Greenville, SC. This role is the first point of contact for on-site technical issues that require hands-on assistance. Working closely with the IT Service Desk, and IT Field Service Technicians, this person will ensure efficient resolution of issues, delegating remote tasks to the Service Desk and handling on-site matters directly. The ideal candidate will be on the front lines of our commitment to exceptional service.

Key Responsibilities:

• Primary Contact: Act as the first point of contact for employees seeking technical assistance in person, by phone, or via email.
• In-Person Support: Provide direct technical assistance in regional offices and on construction jobsites, focusing on issues that require on-site intervention.
• IT Liaison: Collaborate with the IT Service Desk to escalate and delegate remotely resolvable issues, maintaining clear communication with end-users through the full life of the request.
• Onboarding Support: Work with HR and hiring managers to ensure new employees have all required IT equipment and systems access prior to onboarding.
• Computer Asset Management: Support our asset management processes, including procurement, deployment, technical support, and retirement of IT equipment.
• Systems Maintenance: Participate in quarterly IT systems maintenance to ensure that regional offices and jobsites remain fully operational and ready for use after maintenance activities are complete.
• Knowledge Management: Create and update knowledge articles on troubleshooting steps and processes for both end-users and IT staff.
• Ticket Management: Update, escalate, and resolve IT support tickets in the service desk system, ensuring accurate documentation.
• Network Support: Work with IT teams to maintain network infrastructure in both office and jobsite environments, ensuring reliable connectivity and support.
• Field Services Support: Assist with network setup on jobsites and collaborate with project leadership and service providers to secure stable internet connections.
• AV Support: Serve as the primary contact for office and field office AV support, ensuring effective operation and maintenance of AV systems.

Education - Skills - Knowledge - Qualifications & Experience

• Bachelor's degree in MIS, IT, or related field required.
• 3-5 years of experience in desktop and network support, with expertise in Microsoft and Windows environments.
• Demonstrated experience in a customer-focused IT support role.
• Proficiency with Windows OS, Microsoft Office, and mobile devices (iPads, iPhones) preferred.
• Familiarity with asset management, networking, and AV technology in office and field settings is preferred.
• Reliable transportation for travel between office and jobsite locations as needed (up to 20%) required.

Skills and Attributes:

• Strong sense of fulfillment through serving others, with a commitment to customer satisfaction.
• Excellent written and verbal communication skills; able to simplify technical details for non-technical users.
• Prioritizes collaboration and team relationships, recognizing success depends on others. Fosters connections through in-person interactions like team-building and shared events and is open to stepping out of their comfort zone to strengthen the team.
• Demonstrates professionalism and resilience, staying calm and focused under pressure.
• Strong organizational skills and ability to prioritize tasks to meet deadlines.
• Self-motivated, proactive, and eager to learn, with a commitment to continuous improvement.

Our Vision in IT:
We are committed to being business partners dedicated to exceptional service and building technology solutions for our future. Join us in shaping the future of workplace technology, delivering outstanding support, and contributing to our shared success.

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day-to-day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.