Job DescriptionPosition Summary This is an
on-site position responsible for providing superior customer service and quality technical support for internal employees and external collaborative business partners. The ITFE will work as a part of a team to support employees located at a large construction jobsite in Raleigh, NC.
Responsibilities - Interacts in-person, via telephone, email, IM, and web interface to assist users.
- Analyzes, prioritizes, troubleshoots, and resolves technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs.
- Installs and maintains software/equipment/networks at the jobsite.
- Responsible for creation, tracking, and resolving incidents and tasks in SolarWinds/Samanage.
- Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at the jobsite.
- Responsible for maintaining company security through established tools.
- Responsible for implementing rollouts for company technology that may impact the jobsite.
- Follows ITIL processes for incident and problem management.
- Provides IT training during onboarding and provisions assets following established best practices.
- Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.
- Takes initiative to work with other cross-functional IT team members to improve the quality of service.
- Remains current on information technology, especially mobility solutions for business needs.
- Works with jobsite team to design and implement infrastructure according to company standards.
- Liaison with project team members to plan for jobsite IT needs during project lifecycle.
- Determines, recommends, procures, and executes products or services that best fit the requesters needs, within DPR large project standards.
- Implements and follows large project jobsite standardization practices.
- Works with service providers and trade partners to install and implement jobsite technologies.
- Responsible for mobilization and demobilization of IT equipment at field offices and other remote areas across project site.
- Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved, including communication and root cause analysis.
- Flexibility to identify and self-schedule afterhours or weekend work when needed.
- Troubleshoots various technical issues as level 1, level 2, or level 3 support.
- Coordinate and track IT project deadlines and tasks.
Position Requirements Skills
- Excellent organizational, interpersonal, time-management skills
- Technically skilled in networking Cisco Meraki hardware (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP, FTP/SFTP, HTTPS)
- Able to support video conferencing and scheduling hardware/software
- Experience supporting Dell/Lenovo/Microsoft workstations and peripherals
- Able to support Mobile devices (iOS/Android)
- Skilled in Microsoft Office 365 and supporting diverse applications
- Ability to react quickly and efficiently to high pressure situations
- Expert in troubleshooting and root cause analysis
- Team player, accepts & seeks feedback
- Perform quality work within deadlines with or without direct supervision
- Interact professionally with other employees, customers, and suppliers
- Work effectively as a team contributor on all assignments
- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
- Experience with Monday.com project tracking a plus
- Experience with Meraki a plus
- Experience with Microsoft Teams a plus
- Experience with Poly VC / VOIP a plus
- Experience with Microsoft Intune a plus
- Experience with Microsoft Autopilot a plus.
- Experience with fiber optic technology
- Experience with low voltage
Education
- AA degree in Computer Science or related field preferred, or equivalent related work experience
- ITIL Foundation certification preferred
- CompTIA A+ and Network+ preferred
- CCNA or MCSA certifications a plus
Experience
- 3+ years experience in Technical Support role
- 1+ year experience in a Field Support role
- AEC industry experience a plus
Work Conditions
- On-site position. No remote or hybrid option.
- Primarily based in Raleigh at a local construction site.
- PPE may be required (DPR provided)
- Dusty conditions exist as a natural part of the job site.
- This position is hourly. Overtime by approval only.
DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.
Working at DPR, you'll have the chance to try new things, explore paths and shape your future. Here, we build opportunity together-by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.
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