IT Help Desk Specialist I

Position Summary

The IT Support team is dispersed into regional facilities around the globe. This is a global organization responsible for providing technical support to all Bentley colleagues for any IT incident, service request, or general question.

The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies.

Responsibilities : Service Desk

Service Desk

• Receive and record incoming incident calls, service requests, and solutions into the incident management system.
• Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets.
• Gather troubleshooting and problem resolution information from other teams and documents information in the appropriate department databases.
• Perform in a second level role to provide problem resolution for higher complexity problems.
• Validate and coordinate outage-related incidents and implement call avoidance measures.
• Provide real-time and scheduled coaching of global Service Desk staff to increase consistency and accuracy of incident resolution and documentation.
• Work within the Service Desk and other departments on improvement suggestions or requests for information from the Service Desk.

Server / Network Tasks

• Perform installation, troubleshooting, maintenance and backup tasks on server-class hardware and software under direction.
• Perform general network troubleshooting and assist with localized network tasks under direction.

Communication

• Interface with IT and business staff to enhance the quality and / or efficiency of the provided services.
• Review changes and related communications to assess impact on user community.

Projects

• Participate and / or initiate projects designed to improve service to our customers, such as increasing first call resolution rates or providing additional self service tools.
• Perform installations, configurations and upgrade tasks that may require some research and analysis.

Documentation

• Assist with communication and documentation associated with changes for technical and non-technical audiences.
• Acquire and maintain current knowledge of relevant information technology procedures, systems and applications. Become a subject matter expert on various support areas.

Maintain knowledge base and incident ticketing system.

Perform regular maintenance on Knowledge Base and incident management system to keep information current and accurate.

Required Knowledge, Skills, Abilities, and Experience :

• At least 2 years of IT support and maintenance
• Technical diploma or Microsoft certificate preferred (such as MCDST)
• General knowledge of commonly used IT operating systems
• Able to provide professional technical guidance to company employees regarding PC problems
• Excellent communication, interpersonal, organizational and planning skills
• Nature of job may require considerable walking and lifting objects weighing no more than 50LBs
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements).
• This role does not require travel.

About Bentley Systems

Bentley Systems (Nasdaq : BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure sustaining both the global economy and environment.

Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities.

Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations.

Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.