Desktop Support Specialist

Job Type


Full-time

Description

The Desktop Support Specialist is the primary point of contact for technology support across DCCM. This role exists to keep our engineers, designers, project managers, and corporate staff productive by resolving day-to-day technology issues quickly and completely. Strong technical skills and a customer service mindset are equally essential to succeed in this role. We need someone who diagnoses problems thoroughly, executes solutions cleanly, owns issues end to end, and treats every user with patience and professionalism while doing it. The right person sees technical excellence and customer service as two halves of the same job, not a trade-off. While this position is based at the IND (Fishers) office, it supports the entire DCCM organization regardless of office or location. This position will initially report to VP of IT and local division IT Manager (matrix organization), with potential transition to report to the Service Desk Lead.


Primary Responsibilities

• Serve as the first point of contact for technology support requests through the Freshservice ticketing system, phone, email, Teams, and in-person walk ups, providing tier 1 and tier 2 desktop support to all DCCM staff.

• Own each ticket from intake through resolution, setting clear expectations on timing, communicating proactively on status, and confirming resolution with the user before closing.

• Provide hands-on support for Windows laptops and engineering workstations, peripherals, monitors, docking stations, mobile devices, and conference room AV.

• Configure, deploy, and decommission desktop hardware. Maintain accurate hardware and software inventory and asset records.

• Support the full user lifecycle: new hire setup, onboarding orientation for IT tools, transfers, role changes, and offboarding including equipment recovery.

• Administer day-to-day Microsoft 365 tasks including Outlook, Teams, SharePoint, and OneDrive. Handle account provisioning, license assignment, distribution groups, shared mailboxes, and basic Entra ID (Azure AD) tasks.

• Support staff use of AI productivity tools including Claude, and Microsoft Copilot, including account setup, license assignment, basic prompting guidance, and answering common questions about appropriate use within DCCM's policies.

• Troubleshoot connectivity issues across wired, Wi-Fi, and VPN, and coordinate with the IT Manager or external providers on escalations.

• Support MFA, password resets, and account lockouts following established security procedures.

• Maintain ongoing documentation including SOPs, knowledge base articles, job aids, and user-facing quick reference guides.

• Identify recurring issues and propose training, documentation, or process improvements to reduce ticket volume.

• Provide light training and orientation to staff on standard tools, new applications, and security awareness topics.

• Participate in after-hours and weekend work as needed for maintenance windows, office moves, deployments, and urgent support.

Industry Specific Responsibilities

• Support high-performance engineering workstations used for CAD, BIM, GIS, and visualization work, including GPU, RAM, and storage troubleshooting common to design environments.

• Provide tier 1 support and triage for industry applications including Autodesk products (AutoCAD, Civil 3D, Revit, Navisworks), Autodesk Construction Cloud / BIM 360 / ACC, Bentley MicroStation and OpenRoads, Bluebeam Revu, ArcGIS, and Adobe Creative Cloud. Escalate complex application issues to application owners or vendors.

• Assist with large file movement on file servers, SharePoint, and any project information management platforms in use (e.g., ProjectWise, BIM Collaborate).

• Assist with technology setup in conference rooms, including large displays, video conferencing, and plotting/printing for client meetings and pursuit deliverables.

• Support occasional needs around drone data, point cloud datasets, survey deliverables, and other large file workflows common to AEC project delivery.

Requirements

Education

Bachelor's degree in Information Technology, Computer Science, or a related discipline preferred. Relevant technical training and information technology experience will also be considered. Equivalent professional experience in lieu of a degree will be considered for strong candidates.

Knowledge and Technical Experience

• 2+ years of hands-on desktop support, help desk, or end user support experience, ideally in a professional services environment.

• Strong working knowledge of Windows 11, Microsoft 365, Active Directory, and Entra ID (Azure AD).

• Personal familiarity with AI productivity tools (Claude, Microsoft Copilot) through regular use, with enough hands-on experience to guide and support other staff.

• Experience with PC and laptop hardware setup and maintenance, including installation and configuration of storage, memory, peripherals, and accessories.

• Working knowledge of workstation deployment, including imaging tools (Autopilot, SmartDeploy, or similar).

• Experience troubleshooting Microsoft operating systems, common business applications, and conference room AV.

• Familiarity with ticketing systems (Freshservice or similar) and clear written documentation of work performed.

• Exposure to basic networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).

• AEC industry experience supporting Autodesk, Bentley, Bluebeam, GIS, or similar engineering software is strongly preferred.

• Familiarity with Deltek Vantagepoint or other AEC/ERP platforms is a plus.

• Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are a plus.

Required Skills

• Customer service skills: Equal partner to technical skills in this role. Must be patient, approachable, and professional under pressure, able to make any user from intern to principal feel respected and supported while still driving issues to a clean resolution.

• Communication skills: Exceptional verbal and written communication skills are required to translate technical concepts into plain language, write clear ticket notes and user-facing instructions, and deliver light training when needed.

• Collaboration skills: Must work effectively in a project-oriented environment with people from various offices, disciplines, and backgrounds, including engineers, designers, project managers, and corporate functions.

• Computer skills: Advanced general computer skills are required. Must be conversant with Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive) at a working level, with the ability to support common end user issues. Microsoft and CompTIA certifications are an advantage.

• Ownership and follow-through: Takes problems personally, follows up without being asked, and closes the loop with users every time.

• Discretion: Handles sensitive information about employees, projects, clients, and financials with appropriate confidentiality.

Working Conditions

This is an in-office position based at IND Fisher's office, with occasional travel to other Indiana offices if needed. The role requires the ability to lift and move computer equipment up to 40lbs and perform hands-on hardware work. Some early morning, evening, and weekend work will be required around maintenance windows, deployments, and urgent support.