Technology Support Rep

What We’re Looking For

At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners.

This opportunity entails being responsible for minimizing business downtime caused by technical problems by prioritizing all incoming requests and documenting all details in the support ticketing system. This position performs software installs, hardware imaging and support, basic network troubleshooting, and user account management. The team mission is to provide prompt, friendly, customer-focused support to minimize time on job disruptions by following standard, repeatable processes.

Works on problems of limited scope and utilizes standard procedures or practices or receives regular guidance from others. This is an in‑office position to be based out of our Oakland, CA location.

• Responsible for providing prompt, friendly, customer‑focused support to a designated office.
• Logs all service desk calls, email requests, and in‑person requests into the IT Service Management System and updates service ticket information.
• Diagnoses and resolves basic to intermediate hardware, software and network issues, redirecting or escalating incidents and service requests as needed.
• Supports local office moves by physically moving and setting up the network equipment, following IT standard practices and procedures.
• Assists with day‑to‑day technology administration, procurement, lease replacement, and asset management.
• Identifies and documents lease buyouts or casualty loss accurately and on time.
• Submits technology orders to ensure local offices have the technology needed to perform work.
• Performs hardware imaging and equipment deployments.
• Identifies and reclaims unused hardware and software to help the organization manage assets more effectively, improving compliance and minimizing costs.
• Performs other duties as assigned.

• Associate’s or technical degree in Computer Science, Information Technology, Engineering, or related degree, or
• In lieu of a degree, 2 years of experience in technical support or relevant experience.

• Demonstrates a basic understanding of desktop technology and seeks opportunities to further develop knowledge of the hardware and equipment used throughout the firm to answer technical questions and effectively assist in basic IT network and computer setup.
• Resolves basic level technology tickets escalated by the Service Desk team through hands‑on and over‑the‑phone support.
• Effective verbal, written communication and problem‑solving skills.
• Exceptional customer service, ability to interact effectively and cooperatively with employees at all levels.
• Self‑starter with ability to work independently under pressure and react quickly and in support of changing priorities.
• Ability to operate in a fast‑paced organization and handle multiple responsibilities or projects simultaneously.

• Bachelor’s degree in Computer Science, Information Technology or related degree.

Equal Opportunity Employer, Disability/Veteran.