Help Desk Administrator

Help Desk Administrator – Overview

We are seeking a Help Desk Administrator with 1-2 years of experience to provide technical support and ensure users receive timely, accurate resolution of hardware, software, and system issues. Prior experience in the AEC industry is preferred.

• Providing Tier I technical assistance via phone, in-person, and through the ticketing system.
• Diagnosing and resolving technical hardware and software issues.
• Following standard help desk procedures and researching questions using available resources.
• Advising users on appropriate actions and logging all help desk interactions.
• Identifying and escalating situations requiring urgent attention and redirecting problems to the appropriate resource.
• Preparing activity reports and developing and maintaining documentation of processes and procedures.

• Outstanding communication skills and a customer service mindset that encourages effective collaboration.
• Positive and professional attitude, resourceful nature, and excellent troubleshooting and problem‑solving capability.
• Highly trustworthy with the ability to manage sensitive and confidential information effectively.
• Ability to provide clear technical support to non‑technical users.

• An accredited degree in Information Technology, Computer Science, Information Systems, or commensurate work experience in IT or a related field.
• 1‑2 years of proven work history in an office environment.
• Working knowledge of Windows 10 and 11.
• Working knowledge of Office 365.
• Working knowledge of iOS and Android.

• Apple MAC support experience is highly desirable.
• Desktop imaging experience preferred.
• Knowledge of architectural software is highly desirable.
• Occasional overtime may be necessary.

Professional & Personal Development Programs, Summer Hours, Hybrid Schedule, On‑Site Gym (Dallas/KC), Paid Architect Licensure & Certifications Exams, Wedding Pay, Charitable Match Program, Market‑Leading Wellness Health and Welfare Benefits. Competitive salary and bonus packages, medical, dental and vision coverage, 401(k), FSA/HSA, paid time off, and continuing education benefits.

Populous is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, religion, color, national origin, sex, age, genetic information, sexual orientation, veteran status, disability status, or any other characteristic protected under applicable federal, state, or local laws.