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POST DATE 8/17/2016
END DATE 5/25/2017
Los Angeles, CA
JOB DESCRIPTIONIT Technician
Gensler, an international architecture, design, and planning firm is seeking an IT Technician to join our Los Angeles office. The IT Technician will participate in the daily IT operations of the Gensler Los Angeles office and assist other regional offices.
Attributions for Success
IT Technicians provide first-line response to end user incidents and office operational requirements. IT Technicians are generally focused on the day-to-day support of their office and region, but must continually collaborate and communicate with the larger distributed team of support staff across the globe. The success of any one Support Specialist is linked to the overall performance of the team; the ability to cross-train other team members; and to share critical information in the goal of excellent customer response.
IT Technicians are primarily responsible for returning staff to billability as quickly as possible after a technology incident. Because the overall success of the technology support infrastructure is dependent upon collaboration, IT Technicians are expected to be good communicators and to share a hunger for knowledge about current and new technologies.
This position demands a self starter and a skilled communicator (written and verbal) who can effectively manage and prioritize support tasks in a dynamic team. The individuals within this team demonstrate high sense of ownership, collaboration, and excellent customer service. This position is focused on rapid service, support and satisfaction with quick incident closure rates, along with a friendly and helpful attitude.
o Effectively communicate and work with every level of employee from general end users to high level managers and Principals
o Determine most effective problem resolution to minimize client downtime
o Provide first level diagnostics and support for Windows and Mac client computers, MS Office products including Outlook
o Provide installation, maintenance and ensure operation of all devices including desktop/laptop computers, printers and peripherals installed within the regional IT infrastructure for 500+ users
o Provide installation and basic troubleshooting of core 2D and 3D drafting products including Revit, AutoCAD, 3ds Max as well as other graphics design and rendering software including SketchUp, Rhino, and Adobe CS
o Install, configure, and support other specialized (departmental) software and provide end user support
o Support remote users accessing virtual desktop infrastructure
o Administer user accounts and security controls within Active Directory
o Image laptops and desktops during initial deployment, maintenance and end of life replacements
o Maintain and complete appropriate records for incident resolution
o Comply with vendor specific maintenance and repair procedures
o Establish and document configurations, installations, etc. Create support documentation appropriately for new issues
o Install and troubleshoot IP phones
o Assist staff in troubleshooting equipment such as web conferencing and AV equipment
o Perform special project assignments as deemed necessary by IT management
o Maintain current knowledge of desktop computing technology, applicable software tools and networking technologies used by Gensler. Develop and expand knowledge of these technologies over time
o Maintain knowledge of and adherence to Company policies and procedures
o Develop rapport with staff to understand their technology skills and tailor hands on support accordingly
o Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel. Adhere to all software licensing restrictions
o Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality
o Bachelor s or Associate s Degree in Engineering, Computer Science, or related field preferred
o One to two years of prior help desk and customer service experience, preferably with a background in the architecture or engineering industry
o Strong knowledge and experience with Windows 7, 8 or 10; Microsoft Office 2013 and Office 365; Internet Explorer; and Outlook
o Knowledge and experience with Mac OS X in a corporate environment
o Knowledge of basic networking concepts and desktop troubleshooting
o Ability to disconnect, lift and move PC's and Monitors (50 lbs) to new desks, maneuver under counters and in tight spots to run cables and wires for PCs
o Knowledge of VoIP-based telephones, and iPhone and Android mobile phones
o Must be punctual and well presented
o Ability to work independently or in a team
o Must have strong troubleshooting abilities and excellent organizational, time management, and service delivery skills
o Participate in occasional off-hours and weekend support of system upgrades and initiatives
o Must be able to work in a fast paced work environment
Qualifications Considered a Plus:
o A+ Certification in desktop support
o Certification in Cisco, Windows Desktop or Server, Mac, VMWare, ITIL considered a plus
o Familiarity with using design tools like Adobe Creative Suite and Autodesk products (ex. Revit, AutoCAD, etc.)
o Experience with automation scripting such as KiXtart, PowerShell, batch file, Robocopy
o Experience working with geographically diverse operations
Gensler is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Women, minorities, disabled and veterans are encouraged to apply.