IT Support Technician

Carollo Engineers, Inc. - Walnut Creek, CA

Full-timeEstimated: $33,000 - $44,000 a year
The IT Support Technician will be providing both hands-on and remote technical support for end-user desktop compute devices to all Carollo employees, supporting a variety of technical issues including hardware/software/application/tools support, break/fix for hardware, laptops, tablets and other devices, printers/scanners/copiers/plotters, support network connectivity, AD, LAN/WAN, TCP/IP, wireless and remote access VPN, MS Office Suite support. This person will have excellent end-user (customer) support and service skills and committed to follow-through and resolution, performing diagnostics, taking corrective actions for hardware, software and peripheral equipment as necessary.

The IT Support Technician is skilled at identifying network issues/errors, resolving them or escalating as appropriate. The individual maintains a professional, healthy relationship with all fellow team members and management and demonstrates awareness of support issues/needs as they apply on a company-wide and business basis. This person is adept in creating/maintaining documentation to support, enforce standards, policies and processes.

Essential Duties and Responsibilities:
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
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

Required Skills
Advanced knowledge of PC hardware/software principals and operating systems such as Windows 8.1 / 8 / 7 / XP. Experience with Mac OS a plus
Experience in the use and support of productivity software such as Microsoft Office 2013. Experience with 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 SCCM (2012) for effective management of PC (& servers), software updates, configuration, policy and settings and monitoring system status; generate and maintain queries and reports for analytics and cause/effect actions
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, McAfee) for desktop, laptop & tablet end points
Experience with Computer Aided Design (CAD), Engineering, 3D/Modeling and Graphics software applications and tools (Bentley ProjectWise, InRoads, AutoCAD, AutoDesk, InDesign, iPlot, Microstation, 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 coordinate with application/software subject matter expert(s) to help remediate issue for end-user
Ability to take initiative, plan effectively to anticipate and prevent potential user/customer problems
Adequate foundation skills in Microsoft Server Operating systems (Windows 20012/2008), Active Directory Administration, DFS, DHCP and IIS etc.
Foundation network (LAN/WAN/TCPIP) troubleshooting and diagnostics skills and knowledge of basic networking principles including wireless, VPN technologies
Experience with audio visual equipment as it relates to connecting PCs to projectors and other conference room AV equipment including documentation. Experience with Polycom a plus
Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting
Must have excellent organization and technical documentation skills including accurate data entry skills
Ability to work calmly under pressure and meet deadlines; solve problems requiring creativity, initiative and drive; self-motivated and enjoys a sense of pride in their accomplishments
Ability to organize projects and tasks according to priorities and work extended periods of time at a terminal or PC using a keyboard and mouse
Must be able to lift up to 30 - 50lbs
The ability to work independently or as part of a team


Required Experience

Associate’s Degree in Computer Science or Management Information Systems (MIS)
4-6 years of professional experience in IT support

Preferred Experience

Bachelor’s degree in Computer Science or Management Information Systems (MIS)
7-9 years of professional experience in IT support
Experience with Computer Aided Design (CAD), Engineering, 3D/Modeling and Graphics software applications and tools (Bentley ProjectWise, InRoads, AutoCAD, AutoDesk, InDesign, iPlot, Microstation, Sketchup etc) a significant plus
Experience with Polycom a plus
Experience with Mac OS a plus
Experience with Microsoft Office 365 a plus

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, disability, medical condition, marital status, sex, age, sexual orientation, gender Identity, ethnicity, or veteran status. Qualified applicants with criminal histories will also be considered in a manner that is consistent with the Fair Chance Initiative for Hiring Ordinance and/or any other similar ordinances as required.

EOE/Minorities/Females/Protected Veterans/Disabled