IT Applications Specialist

The Information Technology (IT) Applications Specialist is responsible for resolving a wide range of internal customer issues with design related programs reported to us via phone, chat, web, online forums, and other channels. This position will support all Global Practices, Regional Offices and Project Offices nationwide.

• Answer incoming calls, emails and chat sessions from internal clients to document critical issues.
• Troubleshoot critical issues and assist with troubleshooting problems that have been reported.
• Develop and maintain knowledge base articles.
• Assist section managers and service owners to improve internal IT processes.
• Remain informed of internal business processes.
• Communicate progress, document issues and resolve problems for customers.
• Escalate unresolved problems to section manager as required in a timely manner.
• Research, verify, and document product defects and create service now tickets.
• Remain informed on improvements in products relevant to the AEC industry.
• Deploy specialized applications for various business units.
• Complete application testing and provide feedback to the section manager, project manager or service owner.
• Evaluate specialized technologies.
• Analyze reoccurring issues to determine root cause and corrective action.
• Analyze customer issues to identify trends.
• Actively handle backlog of customer issues.
• Participate in product BETA programs.
• Provide feedback to product management and product development on features and enhancements.
• Monitor critical systems and services to identify performance issues.
• Attend local or regional user group meetings and conferences relevant to the AEC industry or Information Technology.
• Build relationships with vendor support contacts and elevate unresolved issues for vendor resolution.
• Identify opportunities that may result in new services.
• Provide peer to peer training and peer group presentations for customers.
• Specify the criteria by which to benchmark hardware for engineering and architectural design.
• All other duties as assigned.
• Performs other duties as assigned
• Complies with all policies and standards

Bachelor Degree in Computer Science, MIS, CAD, Engineering or related field. and 4 years professional experience in troubleshooting and resolving design application programs. Required or

Applicable experience may be substituted for degree requirement.

• Strong knowledge of Autodesk, Bentley, Hexagon, ESRI, Revit or other engineering and/or design software suites in a production environment.
• Strong customer service, troubleshooting, and analytical skills.
• Strong written and verbal communication skills.
• Strong ability to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions.
• Ability to interact with customers in a professional manner that enhances the customers’ experience and increases productivity.
• Strong organizational and prioritization skills to interact with multiple customers with differing needs.
• Ability to work independently and meet multiple deadlines.
• Proficient computer skills including Microsoft Office.