IT Support Specialist

The Support Specialist (SS) will provide telephone and on-site support to end users on a variety of technical issues. The individual will respond to and address all support desk inquiries and provide technical support, track and monitor issues in accordance with the current internal end user Service Level Agreement to ensure a timely resolution.

The Support Specialist (SS) will troubleshoot computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs. They will also document users’ support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets.

• The SS will be required to address support requests related to any of our applications. Any calls that he/she is unable to resolve will be escalated to higher support level.
• They will provide support to all on and offsite personnel to ensure that their IT systems are working effectively.
• They will be expected to setup, configure, and install all user systems such as laptops, desktops and mobile devices.
• They will establish and maintain user accounts, profiles, file sharing, access privileges and security and perform daily server backups tasks.
• Support end users in the understanding of IT systems.
• All calls will be logged by them on the ITSM platform to ensure they are resolved efficiently, effectively and in accordance to our internal Service Level Agreement.
• They will assist in the documentation of all desktop support processes and procedures to ensure there is a guide to all processes and update these as and when necessary.
• They will also perform general IT administration as and when required.
• The SS will maintain and monitor all existing production systems and provide basic server support under the approval/supervision of senior members of the IT department when necessary.
• Provide “Smart Hands” work on Servers, network appliances and infrastructure under the supervision of the infrastructure team.
• They will provide help with all ad hoc projects as in when necessary.

• 5-7 years’ experience in Desktop Support & Basic network administration.
• Must have relevant experience and related industry certifications.
• Be experienced in supporting desktop and network operating systems such as Windows & Windows Server.
• Expert knowledge of Microsoft Office including 365.
• Experience supporting client VPN and Endpoint Security technologies.
• Some experience managing Active Directory objects.
• Proficient in mobile technology e.g., IOS and Android devices.
• Experience with VOIP communications applications.
• Proficient in computer security processes and applications.
• Excellent communication and customer relations & interpersonal skills.
• Ability to work independently and in a team environment.
• Ability to maintain a high level of confidentiality.
• Bilingual capabilities preferred but not required.

At UES, we’re a team of more than 4,000 engineers, scientists, geologists, inspectors, technicians, and drillers united by a shared purpose—to make a meaningful impact in the communities we serve. As a national leader in geotechnical engineering, environmental consulting, and materials testing and inspection, we collaborate on transformative projects across transportation, energy, water, healthcare, and more. Learn more about the benefits of joining Team UES and our core values at careers.teamues.com.

UES is an Equal Opportunity Employer and is proud to recruit the most qualified candidates. Please see our full EEO Statement here

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