Information Technology Applications Specialist

We are seeking an experienced IT Applications Specialist to provide advanced technical support for engineering and design applications across the organization. This role supports Global Practices, Regional Offices, and Project Offices nationwide by resolving complex application issues, improving internal IT processes, and partnering with business units to optimize technology used within the AEC (Architecture, Engineering, Construction) industry.

This is a highly collaborative, customer-facing role requiring strong troubleshooting expertise, communication skills, and deep knowledge of engineering and design software.

Key Responsibilities

• Provide Tier II/III support for design-related applications via phone, email, chat, and ticketing systems
• Troubleshoot and resolve complex software, licensing, and system issues
• Document issues, resolutions, and root cause analysis
• Escalate unresolved issues to internal teams or vendors as needed
• Research, verify, and document product defects; create and manage Service Now tickets
• Actively manage and reduce support backlog

Process Improvement & Knowledge Management

• Develop and maintain knowledge base articles and technical documentation
• Analyze recurring issues and identify root causes and corrective actions
• Identify trends in customer issues and recommend process improvements
• Partner with section managers and service owners to enhance IT support processes
• Deploy and support specialized AEC applications across business units
• Manage AEC product licensing and vendor relationships
• Participate in product beta programs and provide feedback to product management
• Evaluate emerging technologies relevant to engineering and design teams
• Assist in benchmarking hardware for architectural and engineering design performance
• Monitor critical systems and services for performance and reliability
• Provide peer-to-peer training and presentations to internal customers
• Build relationships with vendor support teams to facilitate issue resolution
• Attend relevant AEC industry or IT user groups and conferences

Required Qualifications

• Bachelor’s degree in Computer Science, MIS, CAD, Engineering, or related field
• Relevant experience may be substituted for degree requirements
• 4+ years of professional experience supporting and troubleshooting design applications in a production environment
• Strong hands-on experience with one or more of the following:
• Hexagon
• ESRI
• Other engineering/design software platforms
• Experience managing software licensing and deployments

Required Skills

• Strong troubleshooting and analytical problem-solving skills
• Strong written and verbal communication skills
• Ability to translate technical issues into clear, actionable guidance
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and time-management skills
• Ability to work independently and meet deadlines
• Proficiency in Microsoft Office and general IT systems