IT Technical Support I

Enterris Associates; Los Angeles (CA); Hybrid; USD 77,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k) Matching

Paid Holidays

Technology/Cell Phone Allowance

Employee Assistance Programs

Job summary

Enterris Associates, Inc. is seeking an IT Technical Support I to troubleshoot, coordinate, and resolve hardware- or system-related incidents for the Owner's Development Group. This hybrid role involves onboarding/offboarding staff, supporting help desk operations, and performing routine hardware/software installations across multiple sites.

The ideal candidate has 5+ years in IT support, strong communication skills, and the ability to work independently and with teams to resolve issues quickly.

Qualifications

• 5+ years IT technical support / help desk experience.
• Ability to organize short- and long-term tasks and communicate status to clients and management.
• Effective written and oral communication skills for non-technical audiences.
• Ability to work collaboratively with others and be a self-starter.

Responsibilities

• Answer incoming customer emails to the Help Desk.
• Diagnose and troubleshoot system issues following established procedures.
• Document outages and incidents with clear detail and urgency.
• Coordinate onboarding and offboarding for staff mobilized or demobilized.
• Provide hardware and software installations and onsite support across locations.

Skills

IT help desk

Troubleshooting

On-site support

Staff onboarding

Education

Bachelor's degree in CS or related field

Tools

Freshdesk

ServiceNow

Microsoft 365

Job description

About the Company

Enterris Associates is a trusted, full-service construction management firm specializing in program and project management, risk analysis and mitigation, claims support, compliance, and dispute resolution. We partner with the public sector and utility clients to drive the successful delivery of complex infrastructure projects. Our advisory services include testing and inspection, contract administration and oversight, compliance monitoring, and comprehensive construction and project management which is all tailored to help our clients navigate challenges and achieve their goals with confidence. Formally established in 2021 and built on the legacy of PQM founded in 2006, we bring nearly two decades of Architecture, Engineering, and Construction expertise to our clients. We deliver value through quality oversight, project management, compliance, and risk mitigation.

Title: IT Technical Support I

Position Description

This position follows established procedures to troubleshoot, coordinate, and resolve systems- or hardware-related incidents. The position is responsible for the initial analysis, diagnosis, and troubleshooting of events, and ensures reported production outages/incidents are communicated and resolved in an expeditious manner. This role also manages staff onboarding and offboarding processes and provides help desk support across all areas of IT functions for the Owner's Development Group.

This is a hybrid position.

Essential Job Duties

• Answer incoming customer emails to the Help Desk.
• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages/incidents.
• Determine the severity, impact, and nature of incidents; elevate as needed.
• Communicate clearly with other team members.
• Submit tickets for new service or application requests in Freshdesk, ServiceNow, and other related tracking applications.
• Complete onboarding and offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff at various locations throughout the program footprint.
• Provide IT support at division-wide sponsored events.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new staff.
• May assume other duties as required/needed.

Professional Experience Level/Other Quali cations

• 5 or more years of IT technical support / help desk experience.
• Ability to organize short- and long-term tasks and communicate the status of tasks with clients and management.
• Effective oral and written communication skills, with the ability to communicate complex issues to a non-technical audience.
• Ability to work collaboratively with others.
• Self-starter with a results-driven focus.
• Capability to assume additional responsibilities.
• Demonstrated experience managing data coordination and conversion projects.
• Ability to be mobile in order to visit different areas on site to provide technical support.

Education/Training/Certificates

• Bachelor's degree in Computer Science or a related field preferred, or equivalent job experience of 5 years or more.
• Relevant professional licensure and certifications are preferred.

Hardware/Software Knowledge

• PC Hardware Troubleshooting:
  • Capable of diagnosing and resolving hardware component failures, including motherboards, power supplies, memory, and storage devices.
  • Proficient in handling upgrades, replacements, and configurations.
• Network Infrastructure Troubleshooting:
  • Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflicts.
  • Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues.
• Windows Operating Systems:
  • Proficient in the installation, configuration, and administration of Windows 10 and 11.
  • Experienced in applying security patches, system updates, and driver updates.
• Microsoft Office / Microsoft 365:
  • Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365, including Word, Excel, PowerPoint, and Outlook, as well as collaboration tools such as OneDrive and Teams.
• Ticketing Systems:
  • Freshdesk, ServiceNow, and related tracking applications.

Compensation

• This role is salaried/exempt with a base annual salary range of $77,000.00 - $85,000.00 and commensurate with skill, education, experience, and work location.
• This role is bonus eligible after 6 months of employment.

Benefits Package

Enterris offers a competitive and comprehensive benefits package to all full-time regular employees, including:

• PPO and HMO Medical plans, including a 100% employer-paid base plan and Health Savings Accounts
• Dental PPO
• Vision PPO
• Short Term Disability (100% employer-paid)
• Long Term Disability (100% employer-paid)
• Basic Life / AD&D Insurance (100% employer-paid)
• Critical Illness insurance
• Accident Insurance
• Pet Insurance
• Hospital Indemnity Insurance
• Identity Theft Insurance
• Voluntary Life Insurance
• 401(k) Retirement Plan with Employer Matching up to 6%
• Generous Paid Time Off
• Paid Holidays
• Monthly Technology/Cell Phone Allowance
• Employee Assistance Programs (100% employer-paid)
• Perks & Discounts
• Work-life Balance
• Professional Development Opportunities
• Company events and great culture

Work Environment

• This job operates in a professional environment and uses standard equipment such as computers and phones.

Physical Demands

• Be able to sit and/or stand for up to 8 hours per day.
• Demonstrate the ability to move freely for up to 8 hours per day.
• Be able to lift at least 40 lbs.
• Be mobile in order to visit different sites on campus to provide technical support.

Solicitation

• Please no solicitation of any kind from staffing agencies or recruiting firms.

EEOC Statement

Enterris Associates provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.