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Deskside Support Technician (Tier 2).- (Atlanta Regional Office - ARO) job in Atlanta

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Job Ref:  139311BR
Employer:  AECOM
Country:  United States
County/State:  -
City:  Atlanta
30/09/2016 12:05

Why Choose AECOM?
AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public- and private-sector clients. With nearly 100,000 employees - including architects, engineers, designers, planners, scientists and management and construction services professionals - serving clients in over 150 countries around the world, AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine's annual industry rankings, and has been recognized by Fortune magazine as a World's Most Admired Company. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients' projects. A Fortune 500 firm, AECOM companies, including URS Corporation and Hunt Construction Group, have annual revenue of approximately $19 billion. More information on AECOM and its services can be found at NA.

About the Business Line
AECOM's Global Support Services (GSS) organization resides within AECOM's Government business line and is comprised of three divisions - International Development, Operations and Mission Support, and Global Programs. GSS has the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. GSS supports the U.S. Government, non-U.S. Governments and industry clients with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.

Job Summary
AECOM has an immediate opportunity for a Deskside Support Technician (Tier 2) (Atlanta Regional Office - ARO) to support a government agency's capabilities.

Primary Responsibilities:
  • Provides hardware and software break-fix support to end users for tickets escalated from the Service Desk.
  • Provides walk-in support to end users, supporting hardware and software issues. Re-images desktops and laptops, as needed, and deploys new equipment to end users.
  • Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory.
  • Monitors the Client Support ticket queue to ensure that tickets are addressed in a timely manner.
  • Configures desktops for network access, Lotus Notes, and local printers. Configures and maintains network printers to ensure security configurations are installed and maintained.
  • Assists with IT Asset Management responsibilities, which include updating and modifying asset records.
  • Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and printers. Ensures equipment is properly maintained and patched. Follows set policies and procedures when assisting clients to ensure proper handling of requests.
  • Assists end-users and IT specialists by phone and email with first-level technical support; works to resolve incidents at the Tier I level. Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support.
  • Works with Tier II and other groups to resolve technical problems.
  • Provides timely responses to client and management requests.
  • Gives status updates on such requests on a regular basis.

Minimum Requirements
Associate's Degree (IT or Business) required, Bachelor's Degree (IT or Business) preferred.

Must have a minimum of 7 years of related experience providing technical support to staff and customers on software systems by testing software and hardware products and maintaining software documentation. Must have demonstrates experience performing desktop PC troubleshooting with customers and with responding to and following up with internal and external customer support problems.

May be required to work evenings and weekends. Participation in a 24x7 on call rotation may be required. May be required to travel to SEC locations and data centers (<10>
Candidates must be U.S. Citizen or have legal right to work in the USA without sponsorship (Agency check will be required for this position)

Preferred Qualifications
The ideal candidate for a Deskside Support Technician role will have a mixture of the following certifications:
ITIL v3 Foundation
HDI Desktop Support Technician
HDI Desktop Support Manager (for leadership/management roles)
CompTIA Network
CompTIA Security
Microsoft OS or Office Certified

What We Offer
AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow.

AECOM is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here to view the EEO Is The Law poster.
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