Job Description
Posting Details Posted: September 12, 2023 Full-Time Locations Showing 1 location Chicago 410 North Michigan Avenue Suite 1600 Chicago, IL 60611, USA Chicago 410 North Michigan Avenue Suite 1600 Chicago, IL 60611, USA +0 more less Job Details Description Global Technology Services - Information Technology Technician The Information Technology Technician role is responsible for the resolution of technology problems/issues for end users. IT Technician personnel will resolve issues directly in person as well as remotely. The position requires effective verbal as well as non-verbal skills. This is primarily a customer service oriented position and performance/feedback from the end users will be considered in performance reviews. This position will work closely with members within GTS as well as members of the Core Enterprise group. Requirements 1-2 years' experience (preferably in the AEC environment) Demonstrate technical and user proficiency and understanding with our base operating systems and applications (Office 365, Adobe Creative Suite) Reporting Relationship The IT Technician reports to the IT Services Manager in that region and/or to the Director of GTS. This position is also responsible to the local office management through the Managing Principle and the Director of Operations. Work Unit & Location This job position and reporting structure applies to the role within Perkins and Will Information Technology group. This position will service the Chicago Studio. Responsibilities The primary responsibility is to effectively communicate processes and procedures to resolve end user issues Communicating directly in person Communicating over the phone/remote sessions/chat to resolve issues Delivering standardized IT orientation and training to new and existing staff on existing or planned deployments/roll outs Coordinate and work with outside stakeholders to resolves issues or contribute to effective inter-organization collaboration Use Perkins and Will Service infrastructure services to log/resolve issues and further improve the collective knowledgebase PC and laptop hardware (including peripherals) maintenance and troubleshooting (examples include but are not limited to the following) Process repairs (warranty covered and non-warranty cases) Process new and returning leased inventory according to standard procedures Assisting/Maintaining accurate inventory of all IT related hardware Assisting in procurement of office funded hardware Move/Setup IT hardware for end users Microsoft OS and application maintenance and deployment experience (examples include but are not limited to the following) SCCM software distribution OS Imaging/Re-imaging for trouble resolution and planned deployments Assisting/Maintaining accurate inventory of all software Assisting procurement of office funded software Windows OS troubleshooting and maintenance (examples include but are not limited to the following) User profile issues Driver issues Patching and hot-fix application for issue resolution and planned deployments VPN troubleshooting Basic network troubleshooting (examples include but are not limited to the following) TCP/IP and DNS troubleshooting Wireless connectivity Assist/Maintain efforts in organizing and managing server room/network distribution closets (including patch cables, patch panels, intermediate jacks, etc.) Basic server troubleshooting Assist Server and Storage team by providing remote assistance on issue resolution and planned deployments (including the packing / unpacking/ mounting of equipment) Assist by inspecting servers for error lights and alarms Basic Audio/Visual troubleshooting and maintenance Projectors TV displays/monitors Sound systems Low level Windows Active Directory management tasks (examples include but are not limited to the following) Account creation /disable /lock out /reset Setup and maintaining distribution lists and security groups (may require coordination with other IT staff) Microsoft Office troubleshooting and product use assistance Adobe Creative Suite/Creative Cloud troubleshooting and product use assistance (current and recent versions) Mobile device OS troubleshooting and product use assistance Apple iOS (current and recent versions) Android (current and recent versions) Any future mobile devices/platforms adopted by firm Autodesk troubleshooting and product use assistance Revit (current and recent versions) AutoCAD (current and recent versions) Escalate IT Infrastructure issues beyond the expertise of the job description to the appropriate subject matter expert(s) Position Requirements Must be and be perceived by staff as service oriented and effective in resolving end user issues Exhibit positive and effective communication skills and a natural desire to share knowledge in a collegial, collaborative and relevant fashion. Must be open to and demonstrate learning new skill sets and advancing current skill sets Knowledge & Experience College diploma or university degree Minimum of 1 year experience directly supporting technology for end users (preferably in the AEC industry) Resolving technical issues remotely Understand capabilities and typical use of company’s application portfolio Work Conditions Standard business hours plus availability to resolve off-hours issues. Travel to our Ottawa studio on a monthly or as-needed basis. Occasional travel domestically or internationally for IT Service needs in company office locations or remote user locations. Lifting and transporting of heavy to moderately heavy objects, such as computers, peripherals, servers, and monitors. *Equal Employment Opportunity Statement Perkins&Will has established and adopted an Equal Employment Opportunity policy (“EEO”), which is part of the Company’s Human Resources Policy. The purpose of this EEO policy is to ensure that all employment decisions are made on a non-discriminatory basis, and without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity or expression, gender reassignment, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state, or local law. In some cases, local laws and regulations may provide greater protections than those outlined here, and employees will be covered by the laws of their local jurisdiction. Pay Transparency Nondiscrimination Provision Perkins&Will will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. #LI-Hybrid Qualifications Skills Behaviors : Motivations : Education Experience Licenses & Certifications Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
