The Help Desk Associate serves as the first point of contact for enterprise support and is responsible for delivering a positive end-user experience through timely, professional, and effective service. This role supports technical and administrative support tasks within the help desk and focuses on resolving routine and repeatable incidents, information, and service requests while building a foundational understanding of Brown and Caldwell's technology ecosystem, business services, and Service Management practices. This role works within established processes and under close supervision and performs initial troubleshooting, supports knowledge-driven service delivery, and promotes the use of self-service resources. This position participates in on-call support rotation.
Responsibilities
- Provide timely, professional support for routine incidents, service requests, and technology-related inquiries.
- Classify, prioritize, document, and manage service requests according to established service management processes and service level expectations.
- Communicate effectively with users regarding status updates, resolution progress, and next steps.
- Perform initial troubleshooting and resolution for common issues involving hardware, software, oper-ating systems, Microsoft 365 applications, mobile devices, access requests, and business applications.
- Utilize established knowledge articles, procedures, and troubleshooting guides to resolve issues efficiently and consistently, while proactively and routinely identifying opportunities to improve documentation.
- Maintain clear, accurate, and timely ticket documentation, including actions taken, troubleshooting performed, resolution details, and information needed for escalation.
- Escalate unresolved or complex issues to higher support tiers in a timely manner, while providing complete troubleshooting information and documentation.
- Support routine hardware maintenance, setup, troubleshooting, replacement, shipping, and receiving activities for laptops, peripherals, mobile devices, and other end-user technology.
- Follow established IT Asset Management, Hardware Asset Management, and Disposition processes to support accurate tracking, handling, recovery, disposal, and asset record maintenance.
- Support incident, request, knowledge, and problem management activities as assigned, and promote approved self-service resources when appropriate.
- Develop a foundational understanding of Brown and Caldwell's business applications, infrastructure, support processes, and technology services through knowledge-sharing, training, and professional development.
- Perform repeatable, documented tasks within assigned permission boundaries while contributing to continuous improvement, operational excellence, customer-focused service delivery, and evolving business needs.
- Flexibility to adapt and execute various additional assignments based on evolving needs.
Skills and Competencies
- Demonstrates a proactive, service-oriented mindset with strong customer service, interpersonal, verbal, and written communication skills.
- Ability to communicates with empathy while collaborating effectively with peers, escalation teams, and business stakeholders.
- Applies critical thinking and follow troubleshooting steps to identify likely causes.
- Foundational ability to follow documented troubleshooting processes and support procedures to re-solve issues consistently and efficiently.
- Ability to accurately documents technical issues, actions taken, and resolutions with accountability, reliability, and attention to detail.
- Builds foundational knowledge of computer hardware, software, operating systems, mobile devices, peripheral equipment, Microsoft 365 applications and services, networking, and connectivity concepts.
- Routinely adapts to technology changes, feature and enhancement releases, and the introduction of new technology.
- Ability to support multiple tasks and priorities in a fast-paced environment while staying organized and responsive.
- Demonstrates curiosity, continuous learning, and the ability to learn new technologies, applications, and business processes.
- Basic understanding of the value of knowledge management, self-service, and process consistency.
- Demonstrates interest in workflow automation, AI-enabled tools, and agentic support models that improve service delivery
- Solid customer service mindset curiosity, continuous learning, empathy, and a commitment to accurate documentation and operational excellence.
Experience
- Typically, a minimum of 0-2 years in a customer service, technical support, service desk, help desk, or related role.
- Experience supporting end users in a business or technical environment
Education
- High school diploma, GED, or equivalent required
Learn more about our work:
Climate Change and Resilience - Brown and Caldwell (https://brownandcaldwell.com/services/climate-change/)
Data Center Water - Brown and Caldwell (https://brownandcaldwell.com/services/data-center-water/)
Emerging Contaminants and PFAS - Brown and Caldwell (https://brownandcaldwell.com/services/emerging-contaminants-and-pfas/)
Digital Solutions - Brown and Caldwell (https://brownandcaldwell.com/services/smart-utility/)
News - Brown and Caldwell (https://brownandcaldwell.com/news/)
Projects - Brown and Caldwell (https://brownandcaldwell.com/projects/)
Industrial Water - Brown and Caldwell (https://brownandcaldwell.com/services/industrial-water/)
Salary Range: The anticipated starting pay range for this position is based on the employee’s primary work location and may be more or less depending upon skills, experience, and education. These ranges may be modified in the future.
Location A: $22.50 - $27.90
You can view which BC location applies to you here. (http://bit.ly/3uQe7gi) If you have any questions, please speak with your Recruiter.
Benefits and Other Compensation: We provide a comprehensive benefits package that promotes employee health, performance, and success which includes medical, dental, vision, short and long-term disability, life insurance, an employee assistance program, paid time off and parental leave, paid holidays, 401(k) retirement savings plan with employer match, performance-based bonus eligibility, employee referral bonuses, tuition reimbursement, pet insurance and long-term care insurance. Click here (https://brownandcaldwell.com/careers/benefits/) to see our full list of benefits.
About Brown and Caldwell
Headquartered in Walnut Creek, California, Brown and Caldwell is a full-service environmental engineering and construction services firm with 50 offices and over 2,100 professionals across North America and the Pacific. For more than 75 years, we have created leading-edge environmental solutions for municipalities, private industry, and government agencies. We strive to be the company of choice—to our clients, who benefit from our passion for delivering exceptional quality, and to our employees, present and future, who share our commitment to client service, collaboration, and innovation. Join us, and you will find a home where you can do your best work, reach new levels of expertise, and enjoy exceptional development opportunities. For more information, visit www.brownandcaldwell.com (http://www.brownandcaldwell.com)
This position is subject to a pre-employment background check and a pre-employment drug test.
Notice to Third Party Agencies: Brown and Caldwell does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and approved engagement request with Brown and Caldwell, Brown and Caldwell reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
Brown and Caldwell is proud to be an EEO/AAP Employer. Brown and Caldwell encourages protected veterans, individuals with disabilities, and applicants from all backgrounds to apply. Brown and Caldwell ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
