The IT Support Specialist role provides day-to-day support for over 160 staff located in HOK's New York office. This is largely a customer-service role. This individual must be patient, affable and respectful even under trying circumstances. He/she must balance organizational and technical skills to deliver technology support to the general staff whom are at various levels of technical skill. It is a task-based role that requires coordination and cooperation with the IT Manager.
Duties / Responsibilities:
1. Customer Service, Support and Training
- Promote use of the helpdesk system as the primary form of IT support
- Contribute to new employee orientations in cooperation with the Senior IT Support Specialist
- Proactively interact with staff help them apply technology in areas of your expertise
- Escalate problems up the IT support structure
2. Technology Management
- Monitor server hardware performance and health. Escalate issues as necessary
- Coordinate hardware repairs with established vendors/ manufacturers
- Maintain printers, plotters and peripherals
- Troubleshoot WAN performance issues and escalate to resolution
- Image new computers with company standard image in accordance with established standards
- Assist staff in understanding and accessing enterprise services like WebEx, FTP, IP Phones, eMail, etc.
- Assist in setting up facility services such as lighting control, automated shades, audio/video systems, etc.
3. Telephony
- Manage telephone system in coordination with HOK's IP Phone managed service provider.
- Document moves, adds, changes and deletions
- Document DID and extension assignments
4. Administrative Management
- Understand all technology policies and procedures to promote their adherence
- Log helpdesk tickets and populate database with relevant solutions
- Provide asset management assistance according to established policies
- Actively participate in office reorganizations or relocations
- Maintain diagrams of network components and relevant configuration information
5. Security
- Work with the Enterprise System Administrators to report and clean malware
- Educate users as to best practices to avoid security problems
- Implement and maintain anti-virus, personal firewall, backup, archiving standards and other fundamental IT processes
- Where appropriate, manage building security systems
- Coordinate local office business continuity / disaster recovery
6. Account Management
- Create/delete Active Directory user accounts and group assignments
- Create/delete Email accounts assuring accurate GAL information
- Create/delete voicemail and IP Telephony accounts
- Create/delete remote access VPN accounts Training, Experience and Skill Requirements:
- Experience or education in the Architecture/Engineering/Construction industry is preferred
- Minimum 2 years of experience with computer management and support
- Advanced expertise with basic PC hardware and relevant applications
- Strong interpersonal and communication skills
- College Degree or Technical school preferred
- Certification in Microsoft and/or Cisco technologies is desirable
