Help Desk Technician

Who We Are

Founded in 1994, Surveying And Mapping, LLC (SAM) is a nationwide leader in geospatial and construction-phase solutions. With more than 50 offices and 1,600 professionals, we deliver the scale, technology, and expertise needed to support projects of any size. SAM streamlines project delivery through a single, coordinated team, offering in-house capabilities across land surveying, aerial mapping, subsurface utility engineering (SUE), utility coordination (UC), GIS, BIM, and construction engineering inspection (CEI).

By combining advanced technology, digital workflows, and decades of experience, we provide accurate, actionable data that helps clients move critical infrastructure projects forward with confidence. At SAM, you’ll be part of a team that values innovation, growth, and the opportunity to make a tangible impact on the built environment.

Your Impact at SAM

The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.

• Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary

• Install and troubleshoot

• Printers, plotters, copiers and scanners

• Cellular phones (iPhone, Android)

• Desktops, Laptops and tablet computers

• Network connectivity

• Projectors and other audio/video equipment

• Virtual meeting applications/equipment

• Windows based applications

• Ability to manage provisioning/deprovisioning of user accounts

• Utilize inventory of on hand spare equipment for quick user turnaround

• Basic training\walk through customers on Windows and Office functions

• Follow-up and keep assigned tickets updated with current comments and status

• Identify and suggest possible improvements on procedures

• Cover after hours in an on-call rotation and triage escalations to support teams

• Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility

• Perform other tasks as assigned to help accomplish the Company’s strategic goals

What You Bring to SAM

• High school diploma or equivalent or Bachelor’s Degree in Information Systems, Business, Communications or related field

• 1 to 2 years’ experience working on a help desk team in a multi-office environment.

• Experience with the following technologies:

• Windows Desktop Operating System

• Computer Hardware

• Microsoft Office

• Various other industry applications

• Cellular provisioning

• VOIP systems

• Network connectivity

• Printers, plotters, copiers and scanners

• User provisioning and deprovisioning processes

• Projectors and other audio/video equipment

• Understanding of computer imaging

• Troubleshooting computer performance

• A+ preferred

• ITIL foundations certification preferred

• Any other technology certifications a plus

Our Perks

• Health and Wellness Benefits: BlueCross BlueShield health insurance coverage begins the month after your hire date, with dental plans available and free vision coverage for employees, company-paid premiums for Long-term disability/Life Insurance (with HSA + FSA plans), SAM Cares program focused on holistic well-being

• Financial Benefits: Employee Referral Rewards Program of $1K, $2,500 or $5K, Fidelity retirement plans with a 5% company match, tuition reimbursement, optional cellphone stipend

• Work-Life Balance: Paid time off including vacation/sick/holidays, parental leave to support families

• Professional Development: Customized career development plan for licensing and certifications, Project Manager Business Academy, CAD Training Program, Individual Development Plans/Career Check-Ins, SAM WINS - our initiative for women-focused leadership and development, Milestone Anniversary Recognition, SAMbassador mentorship program

• Perks and Discounts: Access to “Perks at Work” for discounts on wellness + travel + leisure and everyday purchases, company-sponsored events, free office snacks

• Culture and Awards/Achievements: SAM Named 2026 Top Workplace USA for the fourth Year; 2026 SAM Ranks No. 92 on ENR Top 500 Design Firms

• High school diploma or equivalent or Bachelor’s Degree in Information Systems, Business, Communications or related field

• 1 to 2 years’ experience working on a help desk team in a multi-office environment.

• Experience with the following technologies:

• Windows Desktop Operating System

• Computer Hardware

• Microsoft Office

• Various other industry applications

• Cellular provisioning

• VOIP systems

• Network connectivity

• Printers, plotters, copiers and scanners

• User provisioning and deprovisioning processes

• Projectors and other audio/video equipment

• Understanding of computer imaging

• Troubleshooting computer performance

• A+ preferred

• ITIL foundations certification preferred

• Any other technology certifications a plus

The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.

• Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary

• Install and troubleshoot

• Printers, plotters, copiers and scanners

• Cellular phones (iPhone, Android)

• Desktops, Laptops and tablet computers

• Network connectivity

• Projectors and other audio/video equipment

• Virtual meeting applications/equipment

• Windows based applications

• Ability to manage provisioning/deprovisioning of user accounts

• Utilize inventory of on hand spare equipment for quick user turnaround

• Basic training\walk through customers on Windows and Office functions

• Follow-up and keep assigned tickets updated with current comments and status

• Identify and suggest possible improvements on procedures

• Cover after hours in an on-call rotation and triage escalations to support teams

• Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility

• Perform other tasks as assigned to help accomplish the Company’s strategic goals