The Firm

We are an ACEC employee-owned firm with over 1500 employees cross the nation. Our primary focus is on planning, designing, and overseeing construction of environmental infrastructure – water, wastewater, and stormwater management. We endeavor to recruit the best people, provide them with challenging, interesting, and creative assignments, and furnish them the tools they need to succeed.

The Team

We are a proactive IT team. We care about the services we deliver to our user base and enjoy solving challenging problems. We strive to provide services that will enhance our employees’ daily use of technology with innovative solutions by using leading-edge technologies and established procedures. Every team member is given the opportunity to learn and succeed at their own pace.

The Candidate

The idea candidate is someone looking for job stability with a desire to advance in their career, looking for unlimited growth potential, and enjoys a challenge working in a proactive environment. Someone who also enjoys working with others and takes satisfaction in finding solutions to difficult problems. Be able to work independently but also communicate effectively with team members. Values work-life balance.

Position

Member of the corporate IT team servicing the needs of our employees

Job Description

• Provide Tier 1,2 & 3 IT support

Office Locations

• Los Angeles, CA
• Flexible Remote Work Policy

Responsibilities

• Effectively convey resolutions to end user issues and follow up.
• Experience in using an ITSM and supporting a hybrid work environment.
• Answering all incoming helpdesk issues to meet establish SLA’s.
• Take ownership of the problem until resolution.
• Provide white glove level of service to end-users.
• Perform ongoing maintenance to endpoints and network systems.
• Good understanding of processes to identify use cases by analyzing the environment and able to proactively implement resolution.
• Identify areas that can be automated to resolve repetitive issues.
• Proactive problem solving before they become critical.
• Actively update and write new technical documentation as needed.

Qualifications

• Must have a minimum of 5 years’ IT experience.
• Worked in a hybrid environment supporting and strong knowledge with Office 365.
• Must understand and able to troubleshoot at all layers of OSI model.
• Possess strong acumen in analyzing recurring issues and providing permanent solutions.
• Expert understanding using remote desktop management tools.
• Expert in analyzing system logs, events, and monitoring alerts.
• Expert in diagnosing, resolving, and delivering root cause analysis for alerts, issues, and incidents.
• Expert with identifying and investigating reoccurring issues and be able to escalate/collaborate with the necessary support groups in addressing them (e.g., Network, SCCM, Security, VPN, Wi-Fi, Laptops, Monitors, Docking stations).
• Experience with Windows 10/11 and show proficiency in differentiating problems at each OSI layer.
• Strong analytical, problem-solving, and logical reasoning skills.
• Excellent communication, interpersonal and customer care skills.
• Strong client/customer-facing articulation skills.
• Excellent verbal and written skills.
• Ability to manage his/her own time/tasks, work in a collaborative environment and independently when necessary.