What We're Looking ForAt HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners.This opportunity entails being responsible for providing frontline end-user support on a daily basis. This position receives, documents and triages new end-user requests received through phone call or email. Maintains accurate and up-to-date information on existing service tickets. Responsible for the diagnosis and resolution of intermediate to complex hardware, software and network issues, redirecting or escalating issues, as needed. Anticipates related issues and advise end-users on appropriate action(s) and serves as a subject matter expert to junior colleagues.Work shift is 10 am - 7 pm CSTWhat You’ll Do:
Logs all service desk calls or email requests into the IT Service Management System. Responsible for updating ticket information.
Diagnoses and resolves intermediate to complex hardware, software and network issues. Redirects or escalates incidents and service requests as needed.
Identifies and anticipates related issues and advises users on appropriate action.
Triages and prioritizes new support needs and improve frontline ownership of issues.
Creates and maintains documentation relating to Information Technology processes and tools for knowledge base purposes.
Submits knowledge articles to build the knowledge base. Partners with subject matter experts to understand application and documentation requirements. Organizes all material for conciseness, style, and consistent terminology.
Learns new products and services. Offers advice and subject matter expertise to help peers solve more complex issues.
Performs other duties as assigned.
What You’ll Need:
High School Diploma or GED and 2 years of relevant experience
What You'll Bring:
Demonstrates increased proficiency in relevant technologies and keeps up to date with emerging trends. Follows established policies and procedures to independently respond to and resolve moderate to complex service requests, applying a developing level of proficiency in relevant technologies.
Embodies a positive attitude and remains actively engaged in daily work. Demonstrates willingness and eagerness to expand knowledge and skill base
Capable of identifying opportunities for improvement, makes thoughtful, relevant suggestions and contributions to process improvement. Applies proficient technical writing skills to the development and ongoing maintenance of process documentation, as appropriate.
What We Prefer:
Associate’s or technical degree in computer science or related field
Additional InformationClick here for benefits information: HNTB Total RewardsClick here to learn more about EOE including disability and vetVisa sponsorship is not available for this position.#NF #IT.Locations:Kansas City, MO...............NOTICE TO THIRD-PARTY AGENCIES:HNTB does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of HNTB. HNTB will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person or entity. Staffing/employment agencies who have fee agreements with HNTB must submit applicants to the designated HNTB recruiter to be eligible for placement fees.Job Type: RegularFull/Part Time: Full timeJob Category: Information Technology GroupReqID: R-22316
