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Terracon IT Service Desk Support Staff I in Olathe, Kansas

15490BR

Service Line:

Office Management/Administration

Office Name:

Corporate

Job Description:

General Responsibilities:

Provides proactive, high level of customer service to Terracon employees on a variety of technical and support issues including or involving the following but not limited to: company-provided computer systems, operating systems, LAN/WAN, printers and application software. Respond to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements a solution.

Essential Roles and Responsibilities:

  • Respond proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance.

  • Open and/or close work orders (via IT Service Desk software) on each call received.

  • Escalate problems and requests as necessary to ensure positive resolution.

  • Conduct research on relatively simple issues and escalates issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or tier 2 support.

  • Create, modify and/or delete user accounts per Terracon policy and update appropriate documentation (e.g. account termination spreadsheet).

  • Guide end users through troubleshooting procedures to restore technical service

  • Re-image workstations and laptops (using current image software) when required.

  • Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests

  • Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.

  • Participate in company technology projects as needed.

  • Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.

  • Follow safety rules, guidelines, and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.

  • Be responsible for maintaining quality standards on all projects.

Requirements:

  • High school diploma or equivalent.

  • Up to 1-year help desk related experience.

  • Associate’s degree in Information Systems or related field preferred.

  • Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.

  • Experience with Microsoft Office Suite of products at the level used in the corporation.

  • Experience with Microsoft Skype phone system.

  • Experience with Microsoft Exchange.

  • Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN

  • Knowledge and understanding of Active Directory at the level used in the corporation.

  • Knowledge and understanding of mobile devices, e.g., iOS, Android phones, and tablets.

  • Valid driver’s license with acceptable violation history.

Preferred Certification:

  • A+ certification

Exemption:

Non-exempt

Requisition ID:

15490BR

Posting Title:

IT Service Desk Support Staff I

Employment Type:

Regular, Full Time

City, State (Office Location):

Olathe, KS

About Terracon:

Terracon is a 100 percent employee-owned consulting engineering firm providing quality services to clients. Since 1965, Terracon has evolved into a successful multi-discipline firm specializing in environmental, facilities, geotechnical, and materials services. Terracon currently has more than 5,000 employees in more than 150 offices with services available in all 50 states. Terracon’s growth is due to valued employees exceeding expectations in client service and growing their careers with new and exciting opportunities in the marketplace.

Terracon’s vision of “Together, we are best at people” is demonstrated through our excellent compensation and benefits package. Based on eligibility, role and job status, we offer many programs including medical, dental, vision, life insurance, 401(k) plan, paid time off and holidays, education reimbursement, and various bonus programs.

EEO Statement:

Terracon is an EEO employer. We encourage qualified minority, female, veteran and disabled candidates to apply and be considered for open positions. We do not discriminate against any applicant for employment, or any employee because of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender, disability, age, or military status.

Job Category:

IT

Terracon's COVID-19 Safety Response:

Committed to Our Employee Safety!

Terracon is passionate about your safety before, during, and after the COVID-19 pandemic. As Terracon continues to move forward and grow through this time, we are continuing to take every precaution to ensure the safety of our employee-owners. If you are as committed to your success as we are committed to your safety, then Terracon is the company for you!

Our goal has not changed. For Terracon, our guiding principle has been and will continue to be the safety of our employee-owners. It’s that simple. We want our employees to be able to work safely in every situation and go home safely each night. As we continue our vision of being “Best at People,” here are some of the things Terracon is doing to safeguard every employee-owner:

  • On-going communication with ALL employee-owners on a dedicated COVID Response page, and a portal for their families to have access to resources as well

  • Requiring specific COVID-19 Pre-Task Safety Planning Protocols for all tasks and projects

  • Empowering employees to speak up and say “no” to working in unsafe conditions

  • Providing an additional 40 hours of sick leave to anyone impacted by COVID-19, including those impacted by daycare and school closures

  • Offering voluntary reduced work schedule for anyone needing extra time to care for others

  • Load leveling work assignments across regions to maintain high productivity and chargeability

  • Ensuring proper PPE and sanitation on all project sites by providing field employee-owners with mobile hand washing stations and supplies, masks, and sanitizing kits

  • Utilizing technology for more remote work opportunities and innovation using everything from video conferencing to drones

  • Following all CDC guidelines including social distancing on job sites, in offices, and in our labs

  • Implementing a stand-by leave program to ensure our employees continue service and health insurance benefits during regional work shortages

If your passion lies in working with a company that truly cares for your safety, and if you’re interested in belonging to a 100% employee-owned organization that will help you grow and quickly progress in your career, consider Terracon and apply today!

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