Allan Myers

  • IT Support Technician

    Job Locations US-PA-Worcester
    Posted Date 3 weeks ago(5/29/2018 10:33 AM)
    ID
    2018-1695
    # of Openings
    1
    Category
    Information Technology
  • Responsibilities

    JOB DESCRIPTION:

    The Support Technician’s core responsibility is providing direct user support for reported incidents and requests. They are the first point of contact for users via phone, incident tickets, instant messaging.  Incidents will be handled on a first come first serve basis with prioritization based on business impact first then user impact second.

    ESSENTIAL DUTIES & RESPONSIBILITIES:

    The IT Support Technician will:

    • Assist uses with resolution of issues related to: login and password change/reset, printer/scanner install/connection, SharePoint and OneDrive connectivity and access , CMIC connectivity and access, VPN connectivity and access, network performance issues, iPhone/iPad  deployment and issues, software request.
    • Effectively assess user reported issues for urgency and business or user impact. Assign proper issue severity level and categorization for proper prioritization for support. Perform initial troubleshooting and triage to assess and resolve the reported issue.   If unresolved after initial troubleshooting and attempts at resolution, escalate to designated the next tier of support.
    • Perform basic system diagnostics and troubleshooting on computers, tablets, phones and printers to assist users with performance or connectivity issues. Escalate issues after diagnostics if unable to be resolved by executing basic resolution steps.
    • Assist users with basic use of devices and applications including the initial login to a device or application.

    The Support Technician is responsible to for:

    • End user Support
      • Assist users with Single sign-on tools
      • Assist users with password resets, unlocking accounts, clearing internet browser sessions, clearing locked application sessions, connecting to printers, connecting to network, installing software from the self-server portal or by pushing preconfigured software packages to their computer.
      • Assist users with the proper use of the computer, phone, or tablet as well as popper use of general applications such as Microsoft Outlook, OneDrive, SharePoint file storage, and Skype.
    • User Administration
      • Utilize automated process to create user accounts
      • Utilize automated process to suspend user access when employees leave the company.
    • Deployment
      • Assist in the imaging and deployment of new hardware following the appropriate processes.
      • Assist in the retirement of existing hardware including wiping data storage and removing items from our IT asset management system.
    • Monitoring
      • Monitor Virus and device protection software for proactive issue resolutions.
      • Monitor devices to ensure all devices are at prescribed levels of operating systems and software. Push updates accordingly following defined deployment processes and governance.

    Qualifications

    EXPERIENCE & EDUCATION/CERTIFICATION:

    • Bachelor’s degree in Business or Information Technology, Computer Science, Engineering, Finance or related field.
    • 0-3 years’ related experience

    REQUIRED SKILLS & KNOWLEDGE:

    • Confidentiality: has access to sensitive and confidential data
    • Mental Application: High decision making ability
    • Contacts (Internal and External): In contact with operations, field employees, executives, etc.  Strong verbal and written communication and customer service skills.
    • Technical: incident management systems and service reporting metrics, hosted and SaaS based solutions, all current Compute/Mobile operating systems and management platforms, Microsoft stack of Productivity and Server suites, networking technologies, including Cellular, WLAN, Ethernet and Broadband, Scripting tools/languages for administration and audit, current client based Unified Threat management systems and security suites.
    • Personal Attributes/Skills: Adaptable, analytical, ethics/integrity, conflict resolution, detail oriented, influence/persuasion, interpersonal skills, listening skills, negotiations, problem solving, and time management.  Keen sense of accuracy, urgency and attention to detail, as well as ability to follow directions/procedures, and work in a fast-paced, time sensitive environment with frequent interruptions and distractions.
    • Physical Demands/Work Environment: Typically work is performed in an office environment with frequent sitting, walking, standing, and occasionally reaching, lifting, climbing, stooping, kneeling, crouching, and balancing.  Occasional visits to site locations may expose this position to outside weather conditions, construction equipment, loud noise and vibration, traffic, and the need to traverse un-cleared, uneven and rough land.  Frequent use of eye, hand, and finger coordination enabling the use of office equipment.  Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as a telephone and email.

    Work Environment:

    Office setting. If at a jobsite trailer, may be exposed to the following environmental conditions: moving mechanical parts, high/precarious places, fumes or airborne particles, outside weather conditions and vibration.  Typical work environment is moderate noise level.

    Travel Requirements:  Requires daily travel/commute to the office and work sites.  Travel throughout the Allan Myers footprint.  Overnight stays may be required.

     

    Overview

    Allan Myers is the largest heavy civil construction company and materials provider in the Mid-Atlantic with seven regional offices and 15 asphalt and aggregate plants. With a workforce of more than 2,000 hard working men and women, and our own extensive fleet of vehicles and equipment, there is no job that we can not tackle. The markets we serve include: design-build, site development, transportation, water and asphalt and aggregate production. With more than 75 years of history under our belt, we are constantly growing and pushing ourselves to take on new challenges that are bigger and bolder. We are a team of hard-working men and women as strong as the structures we build. With Myers on your helmet, you'll be part of an elite team, bonded by their determination, committed to building the face of tomorrow, today.

     

    Allan Myers is an equal opportunity employer, committed to a diverse workforce (Minority/Female/ Protected Veterans/Disabled).

     

     

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