Help Desk Technician

Surveying And Mapping, LLC; Raleigh (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Surveying And Mapping, LLC is seeking a Help Desk Technician to support our IT team. The role serves as the first point of contact for customers needing technical assistance and will diagnose and triage issues via phone, text, email, and the ticket queue.

The ideal candidate has 1–2 years of help desk experience in a multi-office environment, with proficiency in Windows OS, hardware, printers, and VOIP systems. On-site and remote troubleshooting are part of the daily activities.

Qualifications

• Requires HS diploma or higher; Bachelor's degree acceptable.
• 1–2 years on a help desk in multi-office environments.
• A+ certification and ITIL foundations preferred.
• Experience with Windows OS, hardware, printers, VOIP, and AV equipment.

Responsibilities

• Serve as first point of contact for technical assistance via phone, text, email, and ticket system.
• Perform on-site and remote troubleshooting to resolve issues.
• Install and troubleshoot computers, printers, and phones; manage user provisioning.
• Maintain ticket updates with comments and status; follow up on solutions.
• Assist with incident triage and escalate to appropriate teams as needed.

Skills

Help desk experience

Customer service

Team collaboration

Education

Bachelor's degree in Information Systems, Business, Communications or related field

Tools

Windows Desktop Operating System

Computer Hardware

Microsoft Office

ITIL foundations

VOIP systems

Printers/plotters/scanners

Network connectivity

Projectors and AV equipment

Imaging and troubleshooting

Job description

Surveying And Mapping, LLC

Help Desk Technician

US-NC-Raleigh

Job ID: 26-8010

# of Openings: 1

Category: Information Technology

Raleigh

Overview

Founded in 1994, Surveying And Mapping, LLC (SAM) is a nationwide leader in geospatial and construction-phase solutions. With more than 50 offices and 1,600 professionals, we deliver the scale, technology, and expertise needed to support projects of any size.

SAM streamlines project delivery through a single, coordinated team, offering in-house capabilities across land surveying, aerial mapping, subsurface utility engineering (SUE), utility coordination (UC), GIS, BIM, and construction engineering inspection (CEI). By combining advanced technology, digital workflows, and decades of experience, we provide accurate, actionable data that helps clients move critical infrastructure projects forward with confidence. At SAM, you'll be part of a team that values innovation, growth, and the opportunity to make a tangible impact on the built environment.

Responsibilities

The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.

• Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary
  • Install and troubleshoot
  • Printers, plotters, copiers and scanners
  • Cellular phones (iPhone, Android)
  • Desktops, Laptops and tablet computers
  • Network connectivity
  • Projectors and other audio/video equipment
  • Virtual meeting applications/equipment
  • Windows based applications
• Ability to manage provisioning/deprovisioning of user accounts
• Utilize inventory of on hand spare equipment for quick user turnaround
• Basic training\walk through customers on Windows and Office functions
• Follow-up and keep assigned tickets updated with current comments and status
• Identify and suggest possible improvements on procedures
• Cover after hours in an on-call rotation and triage escalations to support teams
• Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility
• Perform other tasks as assigned to help accomplish the Company's strategic goals

Qualifications

• High school diploma or equivalent or Bachelor's Degree in Information Systems, Business, Communications or related field
• 1 to 2 years' experience working on a help desk team in a multi-office environment.
  • Experience with the following technologies:
    • Windows Desktop Operating System
    • Computer Hardware
    • Microsoft Office
    • Various other industry applications
    • Cellular provisioning
    • VOIP systems
    • Network connectivity
    • Printers, plotters, copiers and scanners
    • User provisioning and deprovisioning processes
    • Projectors and other audio/video equipment
    • Understanding of computer imaging
    • Troubleshooting computer performance
• A+ preferred
• ITIL foundations certification preferred
• Any other technology certifications a plus

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