SUMMARY OF POSITIONThe IT Helpdesk/Design Technologist role is a hands-on technology specialist with focus on customer service etiquette, and the ability to handle the support of various technical issues and problems relating to hardware, software, and peripherals both onsite at the home office and remote support of other offices at WATG.
This position is responsible for monitoring Help Desk ticketing system and regular interaction with our Help Desk team, Design Technology team, and our employee base.
This position is also responsible for process documentation, change management, and ensuring our tickets are resolved in a timely manner.The IT Helpdesk/Design Technologist must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problems and implement solutions and when appropriate.
The ideal candidate will perform root cause analysis, develop checklists for typical problems, recommend procedures and controls for problem prevention, and escalate to appropriate IT or DTM staff.
This position will support multiple platforms including desktops, laptops, mobile devices, conferencing equipment, design software, and design related hardware.
This position requires independent work, sharing information globally, and assisting others with their work.QUALIFICATIONS:The ideal candidate will have a minimum of three (3) years of Design Technology support or design project experience in a small to mid-size company, preferably in an architecture and/or interiors design firmThe ideal candidate will have a minimum of two (2) years of technical Help Desk support experience in a small to mid-size company, preferably in an architecture and/or interiors design firmProblem-solving and analytical skills with proven ability to troubleshoot and resolve technical issues, both hardware and software, is a mustExtensive knowledge of Microsoft Windows OS, Microsoft Office, and iOS is neededPractical knowledge of Revit, AutoCAD, Bluebeam, InDesign, Rhino, Enscape, and Lumion is needed to support common design softwareExtensive experience with design project workflows and ability to understand and develop applicable workflows based on new technology is necessaryWorking knowledge of Windows Server OS, VMware ESXi, Active Directory, Azure cloud platforms, and LAN conceptsAdvanced ability to administer Microsoft Active Directory Domain structures, local/global security polices, DNS, and DHCPProfessional written and verbal communication skills and exceptional listening skills to efficiently communicate complex technical concepts to end users is a mustCertifications in CompTIA A+, Network+, Cisco CCNA, MCP, MCSE are a plusMAJOR RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:Service DeliveryMonitor and resolve Help Desk issues, including troubleshooting hardware and software issuesActively and effectively communicate with end users and management about current IT activities and status with resolving issuesRepresent WATG IT and Design Technology as the front face to customers with professionalism, courtesy and respectCarry out tasks with minimal site disruptions and supervisionIT SupportUsing the WATG Help Desk ticketing solution to manage end-user issues and advise the user regarding statusSupport and configure desktop and laptop computer systems in a timely mannerCoordinate external service calls, when necessaryParticipate and assist in the installation and support of IT servers, storage, and network infrastructure, when necessaryMaintain effective local emergency and disaster recovery proceduresHave advanced printer and peripheral device troubleshooting experienceConfigure and support Microsoft Office 365 environmentProactively monitor administered networks utilizing monitoring software tools and event loggingProvide support for company provided mobile phone devicesInteract with various support personnel to integrate infrastructure technologiesDesign Technology SupportManages design software licensing, upgrades, and software rep.
correspondencesCoordination of firm wide production standards for CAD/BIM and other design applicationsHelp to create software packages and distribute collections to computersOrganize and maintain Revit details and content/resource librariesCoordinates and monitors the effective development of BIM based projectsThis job description reflects management’s assignment of essential functions, but it does not prescribe or restrict the tasks that may be assigned.WATG is an EEO/AA M/F/V/D employer.