IT Field Engineer

Position Summary

This is an on-site position responsible for providing superior customer service and quality technical support for internal employees and external collaborative business partners. The ITFE will work as a part of a team to support employees located at large construction jobsites in Richmond, VA.

• Interacts in-person, via telephone, email, IM, and web interface to assist users across assigned project sites.
• Analyzes, prioritizes, troubleshoots, and resolves technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs.
• Installs and maintains software, equipment, and networks at assigned jobsites.
• Responsible for creation, tracking, and resolving incidents and tasks in Solar Winds and Samanage.
• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at assigned jobsites.
• Maintains company security through established tools.
• Implements rollouts for company technology that may impact assigned jobsites.
• Follows ITIL processes for incident and problem management.
• Provides IT training during onboarding and provisions assets following established best practices.
• Provides relevant input for technical and process improvements to enhance the overall effectiveness of the DPR IT organization.
• Takes initiative to work with cross‑functional IT team members to improve the quality of service.
• Remains current on information technology, especially mobility solutions for business needs.
• Works with jobsite teams to design and implement infrastructure according to company standards.
• Liaises with project team members to plan for jobsite IT needs during project life cycles.
• Determines, recommends, procures, and executes products or services that best fit the requester’s needs within DPR large project standards.
• Implements and follows large project jobsite standardization practices.
• Works with service providers and trade partners to install and implement jobsite technologies.
• Manages mobilization and demobilization of IT equipment at field offices and other remote areas across project sites.
• Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved, including communication and root‑cause analysis.
• Shows flexibility to identify, obtain approval, and self‑schedule after‑hours or weekend work when needed.
• Troubleshoots various technical issues at level1, level2, or level3 support.
• Coordinates and tracks IT project deadlines and tasks.

• Excellent organizational, interpersonal, and time‑management skills.
• Technically skilled in networking with Cisco Meraki hardware (MX, router, switch, VPN) and networking protocols (TCP/IP, DHCP, FTP/SFTP, HTTPS).
• Able to support video‑conferencing and scheduling hardware/software.
• Experience supporting Dell, Lenovo, and Microsoft workstations and peripherals.
• Able to support mobile devices (iOS/Android).
• Skilled in Microsoft Office
  365 and supporting diverse applications.
• Ability to react quickly and efficiently to high‑pressure situations.
• Expert in troubleshooting and root‑cause analysis.
• Team player who accepts and seeks feedback.
• Performs quality work within deadlines with or without direct supervision.
• Interacts professionally with other employees, customers, and suppliers.
• Works effectively as a team contributor on all assignments.
• Works independently while communicating and coordinating work efforts with other employees and organizations.
• Experience with  project tracking a plus.
• Experience with Meraki a plus.
• Experience with Microsoft Teams a plus.
• Experience with Poly VC/VOIP a plus.
• Experience with Microsoft Intune a plus.
• Experience with Microsoft Autopilot a plus.
• Experience with fiber‑optic technology.
• Experience with low‑voltage systems.
• AA degree in Computer Science or related field preferred, or equivalent related work experience.
• ITIL Foundation certification preferred.
• CompTIA A+ and Network+ preferred.
• CCNA or MCSA certifications a plus.
• ECMS (Meraki) a plus.
• 3+ years of experience in a technical support role.
• 1+ year of experience in a field support role.
• AEC industry experience a plus.