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
- Experience with the following technologies:
- A+ preferred
- ITIL foundations certification preferred
- Any other technology certifications a plus
PI286961552