IT Client Service Specialist

IT Client Service Specialist

Perkins Eastman is a global architectural design practice with expertise in all aspects of the built environment, working at all scales, and at every level of detail. With studios in 24 locations worldwide, we design for people, to leave a lasting and positive impact on the human experience and the world we inhabit. This is captured in our ethos "human by design".

We believe design is a collaborative art and we are structured as an integrated practice of passionate professionals committed to delivering the best design for our clients. Our team of diverse and complementary talents work together in studios, that can draw from relevant expertise and points of view from across the whole practice to analyze and solve the specific design challenges they are working on. Within the firm we have 18 practice areas, cores of expertise, that focus as centers of knowledge and analysis, that are both an essential foundation and fuel for the creative design work. Sustainability is intrinsic to our design approach. It is an essential ingredient for the design teams throughout the process, adding valuable insights, ideas, and research to the process. For us all good design is sustainable.

The Opportunity

IT Client Service Specialist is a customer-service focused role. The successful candidate will help to directly support the Dallas Office, while providing remote support for staff in all other locations. Collaboration with team members in the IT Support, Systems, Applications and Network groups will provide opportunities to participate in technology project design and implementation firm-wide.

Primary Responsibilities

• Support the IT team in maintaining hardware, software, and other systems.
• Assist with troubleshooting issues and provide technical support.
• Organize and maintain IT resources.
• Basic problem-solving including use of remote management systems.
• Professional-level verbal and written communication including communicating effectively with audiences of varying levels of technical understanding.
• Ability and desire to capture, produce and maintain accurate technical documentation.
• Excellent interpersonal, team-oriented skills. Reliable and responsible.
• Committed to enforcing all IT policies, including support of system procedures.
• Must be innovative and take initiative. Strong attention to detail and accuracy.
• Desire to identify and drive resolution of systemic technical issues: identify and develop opportunities for improvement.
• Normal office environment with moderate noise level, occasional lifting of up to 50 lbs., regular walking, sitting, bending, twisting, standing and reaching.
• Ability to perform consistent daily work on a computer.
• Travel is not typically required but may be necessary in support of regional or site-based offices.
• Must be accessible by mobile phone during and outside of business hours for occasional support emergencies (mobile stipend provided).
• Must be willing and able to respond quickly to emergency support situations. Occasional weekend or off-hours work may be required.

Required Qualifications

• BS in Computer Science (or related field) or equivalent combination of education and experience required
• Minimum of 2 years of experience within IT Support (within an AEC firm, a plus)
• Achievement in industry-standard hardware/software certifications (i.e. Microsoft, Apple, A+) a plus.
• Understanding of Microsoft server/workstation operating systems.
• Extensive knowledge of Microsoft Office Suite of applications.
• Excellent problem solving skills including use of remote management systems.
• Professional-level verbal and written communication skills including the ability to communicate effectively with audiences of varying levels of technical understanding.
• Ability and desire to capture, produce and maintain accurate technical documentation.
• Excellent interpersonal, team-oriented skills. Reliable and responsible.
• Committed to enforcing all IT policies, including support system procedures.
• Must be innovative and take initiative. Strong attention to detail and accuracy.
• Desire to identify and drive resolution of systemic technical issues: assess and identify opportunities for improvement.

Desired Technical Skills

• Background supporting both Windows and Apple personal computing environments.
• Experience with workstation and laptop re-imaging (Acronis, Ghost, SCCM, etc.)
• Server/Workstation (Windows Server 2012/R2, Windows 10)
• Storage (EMC, EqualLogic, Cloud, etc.)
• Virtual Technology (VMWare, Citrix, etc.)
• Mobile Technology (smartphones, laptops, tablet/iPad, etc.)
• Telephony (Desktop & Conference Room Analog, Digital, VoIP systems and solutions)
• Messaging (Exchange/Outlook, Office365)
• Collaboration Tools (File Exchange/Sharing, DFS etc.)
• Business Applications (MS Office, Adobe Creative Suite, etc.)
• AEC Applications (AutoCAD, Revit, 3ds Max, Rhino, Sketchup, Newforma, etc.) a plus
• Scripting and Basic Web Development is a plus

Physical Requirements/Work Environment

• Normal office environment with moderate noise level, occasional lifting of up to 25 lbs., regular walking, sitting, bending, twisting, standing and reaching.
• Ability to perform consistent daily work on a computer.
• Travel is not typically required but may be necessary in support of regional or site-based offices
• Must be accessible by mobile phone during and outside of business hours for occasional support emergencies (mobile stipend provided).
• Must be willing and able to respond quickly to emergency support situations. Occasional weekend or off-hours work may be required.

What We Offer You

• Comprehensive medical, dental and vision coverage
• 401k Options
• PTO
• Company Paid Holidays
• Life Insurance
• Pre-tax commuter benefits
• Professional Development
• Competitive salary

PE has a hybrid policy that allows flexibility for our employees in managing their working days and hours to cater to their diverse needs.

Salary Range: $60k to $70k

This position reports to the IT Services Manager and IT Director. This role requires adherence to and communication of standard IT policies, procedures, and best practices pertinent to IT Support operations. The goal is to deliver exceptional desktop services and customer support.

Perkins Eastman is an affirmative action, equal opportunity employer and a participant in the U.S. Federal E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.