Internal Helpdesk and Technical Support Specialist

Job Description

Job Description

Description : About USCAD

About USCAD

U.S. CAD, An ARKANCE Company, is a leading provider of AECO technology solutions. In June 2023, ARKANCE acquired U.S. CAD.

ARKANCE was established in 2018 to become the leading digitalization partner for the AECO and manufacturing industries. Through its Partner to Build Smarter strategy, ARKANCE is a major global technology and services provider with over 40,000 customers worldwide and an Autodesk and Bluebeam Platinum Partner.

ARKANCE delivers its purpose-built in-house solutions that integrate with Autodesk products under the Be.Smart Portfolio to improve project outcomes.

To learn more, view our corporate brochure or visit U.S. CAD.com or ARKANCE.net..

Position Overview

The primary responsibility of this position is to handle and address internal helpdesk requests from staff members. This includes troubleshooting, diagnosing, and resolving hardware, software, and network issues.

The individual in this role will also take on tasks and projects as assigned by their supervisor.

In addition to handling helpdesk requests, this position requires providing on-site technical support in Irvine, CA, on designated days and working remotely on other days .

Responsibilities include setting up and configuring computer systems, maintaining IT equipment, and ensuring the smooth operation of technical aspects within the organization.

Qualifications

• Windows Troubleshooting : Extensive experience troubleshooting and resolving issues related to Windows operating systems.
• Office 365 : Experience working with Outlook, Excel, Teams, PowerPoint, and OneNote.
• Zoom Expertise : Proficient in supporting Zoom Meetings, expanding into Zoom Rooms and Webinars, ensuring seamless operation and troubleshooting issues.
• Ticketing Systems : Experienced in using Zendesk or similar ticketing systems for managing and resolving IT support requests.
• Laptop Hardware : Strong understanding of laptop hardware, including components, configuration, and maintenance.
• Windows Imaging : Proficient in creating and deploying Windows images for efficient system setup and recovery.
• Virtual Environments : Skilled in working with virtual environments, including setup, maintenance, and troubleshooting.
• Basic IT Security : Understanding of basic IT security principles, such as the importance of strong passwords and multi-factor authentication (MFA).
• Oral Communication : Strong verbal communication skills to effectively gather information from employees and explain complex technical concepts in simple terms.
• Written Communication : Demonstrated ability to create clear and useful support logs and documentation.
• Analytical Skills : Strong analytical and problem-solving skills to accurately diagnose and resolve technical issues.
• Time Management : Effective time management skills to provide timely updates and fixes within promised time frames.
• Multitasking : Ability to multitask and assist multiple employees simultaneously without compromising quality of support.
• Customer Service : Excellent customer service skills to interact professionally and positively with employees and coworkers, ensuring a high level of satisfaction.

Preferred Qualifications :

• Previous technical support or customer service experience.
• Experience with Autodesk software is a plus but not required.
• Associate or bachelor’s degree in a related field.
• CompTIA A+ or equivalent technical certifications.
• Located in or near Irvine, CA

Essential Functions

• Resolve IT Support Requests : Address and resolve IT support requests via Zendesk from employees promptly and efficiently.
• Answer Office Employee Questions : Provide clear and helpful answers to employees’ questions regarding computer systems and software.
• Diagnose Computer Issues : Collect and analyze data to diagnose and troubleshoot problems with computer systems.
• Install and Update Software : Install new software and hardware drivers and update existing ones to ensure optimal performance and security.
• Adjust Configurations : Change configurations, settings, and permissions on systems to resolve issues and optimize performance.
• Support Peripheral Hardware : Support peripheral devices, including printers, access points, headsets, etc.
• Maintain Network Equipment : Support and maintain network equipment such as access points, switches, and firewalls as needed.
• Update Employees on Requests : Regularly inform employees about the status of their service requests and expected resolution times.
• Log Service Requests : Accurately log all service requests and update tickets as work progresses to ensure proper tracking and documentation.
• Manage Training Lab Assets : Oversee the physical assets for training labs, coordinate with the training resource scheduler, and ensure labs are correctly deployed, updated, and configured before and after use.
• Maintain Inventory : Keep an up-to-date inventory of backup hardware available in the office.
• Work Schedule : Be present in the office 2-3 days per week to provide on-site support and work remotely for the remainder of the week.
• All other duties as assigned
• Duties and assignments are subject to change

Physical Requirements :

• Requires prolonged period of sitting, with occasional standing
• Continuous use of computers and other office equipment
• Occasionally required to lift, carry, push or pulling and / or move up to 10-25 lbs.

Company Culture & Core Values

Culture

• Open and consistent communication at all levels
• Fun atmosphere : Happy employees are productive employees
• Lead by example
• Respect for people and process
• One team : Whether we succeed, or we fail, we do so together
• Creativity and outside the box thinking is highly encouraged

Core Values

• Honesty & Integrity : Words and actions in complete alignment
• Commitment to Excellent Service : Providing quality work and follow-through
• Accountability : Responsible to our coworkers, our customers and ourselves
• Trust and Mutual Respect : The foundation for win-win relationships

Pay range for this position : $55-75k

Requirements :