Job Description

Position Summary

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 work as a part of a teamto support employees located in the Tampa area, local subsidiaries, and construction jobsites.

Responsibilities

Interacts in person, via telephone, email, IM, and web interface to assist users.

Analyze, prioritize, troubleshoot, and resolve technical issues, including employee laptops and mobile devices in a timely fashion in accordance with SLAs and OLAs.

Support includes, but is not limited to, diagnosing & troubleshooting laptops, mobile devices, SaaS platforms, and network devices

Installsand maintains software/hardware/networks at jobsites and offices.

Responsible for scheduling and organizing visits to jobsites and offices

Responsible for creating, 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 onboarding and provisions assets following established best practices.

Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.

Initiative to work with other cross functional IT team members to improve the quality of service.

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 needs of the project teams, while maintaining DPR IT standards and best practices

Implement and follow jobsite standardization practices.

Work with service providers and trade partnersto install and implement jobsite technologies.

Responsible for mobilization and demobilization of IT equipment at jobsites.

Ensures quality customer service by maintaining ownership of 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.

Flexibility to occasionally travel and work after hours or weekends, if needed.

Coordinate and track IT project deadlines and tasks.

Position Requirements

Skills

Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP)

Able to support video conferencing and scheduling hardware/software

Experience supporting a primarily based Windows environment, experience with MACs a plus.

Able to support Mobile devices (iOS/Android)

Skilled in Microsoft Office 365 and supporting diverse applications.

Ability to learn on the fly.

Ability to react quickly and efficiently to high pressure situations

Excellent organizational and interpersonal skills

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

Experience with any of the following items a plus: Meraki, Microsoft Teams, Poly VC/VOIP, Microsoft Intune, Autopilot, Basic Server administration

Education

AA degree in Computer Science or related field preferred,or equivalent related work experience

CompTIA A+ and Network+ preferred

CCNA or ECMS (Meraki) certifications a plus

Experience

5+ years experience in Technical Support role

2+ years experience in a Field Support role

AEC industry experience a plus

Work Conditions

Primarily based in the Tampa office withsome travel to local sites and offices in the Central Florida area.

Candidate must be able to lift 50 lbs and handle occasional strenuous physical activity.

There may be occasional travel domestically.

This position is salaried.

DPR will provide a company work-use vehicle for this position.

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.

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