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Technology Support Representative I
HNTBTechnology Support Representative at HNTB providing IT support and solutions for hardware, software, and network issues. Involves customer interactions and helps maintain office technology requirements.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Responsible for providing prompt, friendly, customer-focused support to a designated office
- Logs all service desk calls, email requests, and in person requests into the IT Service Management System
- Responsible for updating service ticket information
- Diagnoses and resolves basic to intermediate hardware, software and network issues
- Redirects or escalates incidents and service requests as needed
- Supports local office moves by physically moving and setting up the network equipment
- Follows IT standard practices and procedures
- Assists with day-to-day technology administration, procurement, lease replacement, and asset management
- Identifies and documents lease buyouts or casualty loss accurately and on time
- Submits technology orders to ensure local offices have the technology needed to perform work
- Performs hardware imaging and equipment deployments
- Identifies and reclaims unused hardware and software to help organization manage assets more effectively
Requirements
What you’ll need- Associate's or technical degree in Computer Science, Information Technology, Engineering, or related degree, or In lieu of degree, 2 years of experience in technical support or relevant experience
- Demonstrates a basic understanding of desktop technology
- Seeks opportunities to further develop knowledge of the hardware and equipment used throughout the firm
- Resolves basic level technology tickets escalated by Service Desk team through hands on and over the phone support
- Effective verbal, written communication and problem-solving skills
- Exceptional customer service
- Self-starter with ability to work independently under pressure
Benefits
Comp & perks- HNTB Total Rewards
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
hardware troubleshootingsoftware troubleshootingnetwork troubleshootinghardware imagingequipment deploymentIT Service Management Systemasset managementtechnology procurementlease replacementincident management
Soft Skills
customer serviceverbal communicationwritten communicationproblem-solvingself-starterindependent workability to work under pressure
Certifications
Associate's degree in Computer ScienceAssociate's degree in Information TechnologyAssociate's degree in Engineering