This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will primarily support employees located in the San Jose and RWC regional offices, and at construction jobsites.
Interacts in person, via telephone, email, IM, and web interface to assist users
Analyze, prioritize, troubleshoot, and resolve technical issues, including employee laptops and mobility
devices in a timely fashion in accordance with SLAs and OLAs
Support includes the diagnosing and troubleshooting of the company’s technology, including, but not
limited to workstations, mobile devices, client-server applications, cloud application, local and network
Installs, troubleshoots and maintains software/equipment/networks at jobsites and assigned regional
Responsible for scheduling and organizing visits to jobsites and offices in his area of responsibility
Responsible for creation, tracking, and resolving incidents and tasks in Samanage.
Records, tracks, and audits equipment using the established asset management system (Samanage) and
processes, including asset recovery at jobsites
Responsible for maintaining company security through established tools.
Involved in company-wide IT projects providing input and deliverables in all phases.
Follows ITIL processes for incident and problem management.
Documents best practices and known fixes in Samanage knowledge base.
Provides IT training during new hire orientations and provisions assets following established best
Participates in software installations and upgrades
Provide relevant input for technical and process improvements to contribute and the overall
effectiveness of the DPR IT organization.
Takes the initiative to work with other cross functional IT team members to improve the quality of
Remains current on technology, especially mobility solutions for business needs.
Works with jobsite teams to design and implement infrastructure according to company standards
Liaison with business project estimators and project managers to plan for jobsite IT needs during
preconstruction phase and throughout the project lifecycle.
Determine, recommend, procure and execute which products or services best fit the customers’ needs,
within DPR standards and following our strategy.
Implement and follow jobsite standardization practices.
Work with service providers to install and implement jobsite technologies. E.g. Internet circuits
Responsible for mobilization and demobilization of IT equipment at jobsites.
Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved,
including communication and root cause analysis.
Create a positive support experience and build strong relationships through deep problem
understanding, ensuring timely resolution or escalation, communicating promptly on progress, and
handling customers with a consummately professional attitude Participates in the user support rotation Flexibility to travel and work after hours or weekends, if needed.
Troubleshoot various technical issues as level 1, level 2 or level 3 support
Technically skilled in networking Cisco/Meraki (ASA, MX, Router, Switch, VPN), Networking Protocols
(DHCP, FTP/SFTP, HTTPS, TCP/IP)
Good understanding of wireless connectivity. Experience with Meraki a plus.
Able to generate scripts, batch files and command line utilities for automation and workflow.
Able to support video conferencing and scheduling hardware/software (HighFive)
Experience supporting Dell/HP/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
Willingness to learn.
Excellent organizational and interpersonal skills.
Team player, accepts & seeks feedback
Perform quality work within deadlines with or without direct supervision
Interact professionally with other employees, customers and suppliers
Work effectively as a team contributor on all assignments
Work independently while understanding the necessity for communicating and coordinating work
efforts with other employees and organizations
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
4+ years experience in Technical Support role
AEC industry experience a plus
Primarily based in the San Jose regional office, also spending considerable time in the RWC regional
office, with frequent travel to local jobsites located throughout the Bay Area, and occasional travel
DPR has been nationally recognized for its strong company culture, based on a well-defined purpose “We Exist to Build Great Things,” and four core values: integrity, enjoyment, uniqueness and ever forward. A flat, title-less organization that empowers people at all levels to make decisions, DPR ranked on FORTUNE’s “100 Best Companies to Work For” list for five consecutive years. For more information, visit http://www.dpr.com .