Job functions

• Use judgment, critical thinking, technical expertise, and troubleshooting skills to diagnose end-user incidents to restore services or provide solutions.
• Act as primary point of contact for IT incidents and requests.
• Educate employees on IT services and processes, including appropriate paths to engage IT.
• Analyze incidents in order to identify root cause problems.
• Track requests to identify trends in order to develop solutions.
• Maintain and manage IT inventory such as: hardware, software, licensing, contracts, services, etc.
• Responsible and accountable for user onboarding and offboarding process and procedure.
• Effectively manage end-user support queues within IT service management tool.
• Respond and work on tickets in appropriate order to meet SLAs.
• Adhere and reinforce enterprise incident, problem, and knowledge management standards.
• Document actions and issues within IT Service management tool.
• Prioritize incidents and identify problems to effectively resolve end-user requests from local and remote locations.
• Maintain communication with clients to gather details such as: troubleshooting information, incident resolution, constructive feedback, testing process, etc.
• Provide end-user training, guidance, and assistance deskside, and via electronic communication (email, chat, video etc.) to various Dragados locations.
• Assist in IT related project management: scheduling, budgeting, cost control, reporting etc.
• Collaborate and build a report with vendors to gather pricing and contracts for goods and services.
• Aid in writing, reviewing, and updating IT documentation, guidelines, and user-friendly manuals.
• Contribute to developing and reviewing policies and procedures for IT provided services.
• Assist network team with troubleshooting and cabling of network equipment.
• Work with team to review IT purchase requests and confirm invoicing accuracy.
• Setup and support conference rooms video/audio equipment for meetings.
• Administer VoIP and national cellular provider online portals ensuring data is up-to-date and accurate.
• Contribute to maintaining mobile device assets and inventory using MDM tools.
• Help with setting up IT equipment for new hires and hardware refresh.

Tech skills

• Understanding of network topology.
• Knowledge of Microsoft windows operating system and M365 services.
• Comprehension of IT terminologies.

Interpersonal skills

• Able to explain technical details to non-technical personnel in a clear and coherent manner.
• Develop or contribute to solutions that enable the team to perform to best abilities.
• Communicate clearly with both technical and non-technical team members.
• Accept responsibility and accountability of tasks assigned.
• Be dependable and understanding.
• Willing and able to accept objective based criticism.
• Mentor and be mentored by team members both direct and indirect.
• Observant and willing to express and adopt new ideas.

Other Qualifications

• Basic project management skills and the ability to handle different tasks simultaneously.
• Experience supporting Microsoft technology, including Active Directory, Windows, M365 office Suite, etc.
• Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff.
• Recent college or technical institute graduate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)