Information Technology Support Technician

Overview

Carollo Engineers is an internationally recognized environmental engineering firm that specializes in the planning, design, and construction of water and wastewater facilities. We are seeking an Information Technology Support Technician to help with various tasks and projects.

At Carollo you’ll make an impact at an organization that does meaningful work, fosters a collaborative team culture, and creates a diverse, inclusive environment where you feel like you belong. You’ll work alongside a collaborative and dynamic team of professionals that is truly passionate about our work. Carollo’s vision is to be the BEST water consulting firm and you’ll find that Carollo is also the best place for you to build your career.

• Support and service end-user desktop and laptop computer requests, IT related issues/problems in a responsive, customer service-oriented manner. Configure, install, setup computer desktop hardware, software, application, and tools including management and maintenance; monitor backup jobs and ensure a high level of completion success rate.
• Manage ticketing system queue and resolve in a timely manner.
• Provide input and recommendations for the acquisition, deployment, adoption, usage, operations, maintenance and management of desktop hardware and software technologies & tools.
• Develop and monitor performance levels of software and hardware; evaluate, recommend, and propose alternative methods of information processing; develop and maintain information architectures (data, application, network) ensuring applications and systems are online and available.
• Installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train end-user on IT related equipment and software/tools.
• Provides expert and creative solutions to end-user desktop hardware, software challenges;
  Research, resolve and respond to inquiries based on processes, policies, and standards; escalate issues as required.
• Responsible for acquiring, maintaining, and expanding knowledge of relevant products, current support policies, and methods of support delivery, to provide technically accurate solutions to users; attend training as applicable.
• Manage, lead, own and/or participate in IT projects and tasks as outlined by management.
• Travel to other Carollo offices to provide support (up to 25% of time), Regional IT Desktop end-user support for other locations.

• Advanced knowledge of PC hardware/software principles and operating systems such as Windows 11. Experience with Mac OS a plus.
• Experience in the use and support of productivity software such as Microsoft Office 365 a plus.
• Foundation knowledge and skills to support Microsoft Outlook in an Exchange environment - troubleshooting client profile/setup issues, archiving etc.
• Knowledge and experience in the use of Microsoft imaging SCCM / MECM (Current Branch) for effective management of PC (& servers), software deployments, updates, configuration, imaging, policy and settings and monitoring system status. Generate and maintain documents, knowledge base articles, How-To’s, FAQ’s and reports to support daily operations.
• Experience in the setup and support of multi-function network printers/scanners/copiers and plotters.
• Experience in the use, setup, support and problem diagnosis and issue resolution of hand-held devices including but not limited to Apple iPhone, Android smartphones and tablet devices such as Apple iPad, Microsoft Surface Pro, Samsung Galaxy / Android based devices.
• Knowledge and skills to support anti-virus, anti-spam solutions (Microsoft SCEP) for desktop, laptop & tablet end points.
• Experience with Computer Aided Design (CAD), Engineering, 3D/Modeling and Graphics software applications and tools (Bentley Project Wise, InRoads, AutoCAD, Autodesk, InDesign, iPlot, Micro Station, Sketchup etc.) a significant plus.
• Ability to provide professional and effective support to remote users via phone, e-mail, and remote-control software; multi-task and coordinate problem resolution management and work effectively in a high-pressure environment; go the ‘extra mile’ to connect and…