IT Help Desk Technician

VCBO is an award winning, integrated design firm with a team of over 100 professionals in two offices in Utah servicing a variety of clients throughout the Intermountain West. VCBO employs exceptional people dedicated to assisting clients solve their greatest challenges and develop functional, beautiful, sustainable, and future-focused projects in healthcare, higher education, K-12 education, recreation, justice, civic, and corporate office.

VCBO Architecture is seeking an experienced IT Help Desk Technician to join our Architectural Group.

General Duties:

We are looking for a competent Help Desk Technician to provide fast and useful technical assistance for our computer systems and software. You will resolve both hardware and software issues, provide the required technology, and help maintain the computer/phone systems and software.

An excellent Help Desk Technician must have good technical knowledge of computer hardware, operating systems and networking concepts. They must be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient during time sensitive conditions.

• Serve as the first point of contact for customers seeking technical assistance, utilizing the various methods of communication and remote-control software that the firm has
• Perform in person or remote troubleshooting using problem-solving techniques and asking pertinent questions
• Track incidents and provide timely resolutions to meet SLA’s based on the issue and details provided by customers or gathered from troubleshooting
• Prioritize service requests based on scope of impact and schedules
• Direct/Escalate unresolved issues to the next level of support personnel
• Build Knowledge Base by documenting steps taken to remediate encountered issues
• Follow-up and update customer with status and information
• Build, maintain and deploy reliable system images and software packages
• Identify and suggest possible improvements on procedures

· Act as a backup for network administration tasks and assist with other tasks and projects

· Update/Maintain issued systems and IT system, tools and resources

· Track inventory that has been issued, checked-out or that is in storage

· Educate user base in training and by published tips

· Work with manufactures to resolve issues and

Qualifications:

• Fast learner, self-driven, trustworthy, willing, dependable and service oriented
• Ability to diagnose, research and resolve basic technical issues
• Proven ability to research and find solutions or troubleshooting steps
• Customer-Service oriented, cool-tempered and approachable
• Able to juggle competing priorities and multiple deadlines

Technical Skills:

• Advanced/In-depth knowledge of computer systems, Windows operating system, networking fundamentals and software efficiency. Familiarity with architectural/graphic software is a plus
• Proficiency in English with excellent communication skills and ability to work well with others
• High School Diploma

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Are you willing to work on-site in an office?

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 3 years (Preferred)
• Active Directory: 1 year (Preferred)

Work Location: In person