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.
The IT Helpdesk Technician serves as the first point of contact for internal users seeking technical assistance and support for computer systems, hardware, software, and network-related issues. This role is responsible for providing telephone and remote support to end users while troubleshooting problems, providing timely solutions, and escalating issues when necessary to ensure uninterrupted business operations. The IT Helpdesk Technician works under the guidance of the IT Manager and collaborates with various departments to ensure reliable and secure access to technology resources.
● Provide technical support to end users, including troubleshooting hardware, software, networking, and system issues.
● Respond to and address all support desk enquiries and provide technical support, track and monitor issues.
● Follow established IT UES internal end user Service Level Agreement to ensure a timely resolution.
● Assist with onboarding and offboarding processes including setting up and deactivating user accounts, hardware, and software access.
● Coordinate needed repairs over the phone or through remote communications.
● Install and configure applications on desktops, laptops, handheld devices.
● Maintain current knowledge of technology trends, tools, and best practices relevant to the role.
● Escalate complex issues to senior IT staff or vendors as needed and assist with issue resolution.
● Collaborate with team members on IT projects and initiatives as assigned.
● Perform other duties and responsibilities as required to support the department.
● High School Diploma and/or an Associate’s degree in Information Systems, Computer Science, or a related field, or equivalent technical certifications and experience.
● 1-3 years of experience in IT Helpdesk or support related technical role.
● Proficiency with Windows and/or Mac operating systems, Microsoft Office Suite, and common business software applications.
● Proficient in mobile technology e.g. IOS and Android devices.
● Basic understanding of networking concepts and hardware (e.g., routers, switches, VPN).
● Experience with ticketing systems and IT asset management tools.
● Strong troubleshooting and problem-solving abilities.
● Excellent communication and customer service skills
● Ability to manage multiple priorities and respond to user needs in a timely manner.
• This position primarily operates in a professional office environment, requiring the ability to work at a desk for extended periods while using a computer, phone, and standard office equipment.
• The position involves sitting for extended periods, performing data entry, and engaging in frequent communication via email, phone, and in-person interactions.
• The role involves regular communication with team members, clients, and stakeholders, both in person and through virtual platforms.
• The physical demands of the job may include occasional standing, walking, bending, and lifting of office materials up to 15 pounds.
UES is an Equal Opportunity Employer and is proud to recruit the most qualified candidates. Please see our full EEO Statement here