IT Technician I

Perkins&Will IT Support Role

At Perkins&Will, we are committed to supporting the well-being and growth of our team members. We offer a comprehensive benefits package that includes: Medical, dental, and vision insurance Wellness programs and mental health support Short- and long-term disability Life insurance 401(k) retirement plan Generous paid time off (PTO) We also provide: A professional development stipend and dedicated time for continuing education Performance-based bonuses Engaging studio initiatives and events Active firmwide affinity groups and leadership development opportunities Above all, our culture is grounded in a firmwide commitment to Justice, Equity, Diversity, and Inclusion (JEDI)a core foundation of everything we do.

Common and Baseline Responsibilities Resolving helpdesk issues and providing IT maintenance/support for a studio. Close relationship with studio/regional Operations Director and Managing Directors group. Shows initiative and ability to work well independently and with others. Exhibits strong organization, attention to detail, and time management skills. Able to pivot and have a "hands-on" working style. Provide technical support and troubleshoot assistance to clients via phone, email, chat or in person. Diagnose and resolve hardware, software, and network-related issues in a timely and efficient manner. Receive, prioritize, and manage service requests from internal clients. Communicate with clients in a professional and friendly manner, actively listening to their concerns and providing clear and concise instructions and guidance. Escalate complex or critical incidents to appropriate technical teams and follow up to ensure prompt resolution has been met. Communicate incident updates to clients and provide status reports as needed. Contribute to the knowledge base and share best practices to enhance overall efficiency. Assist in managing IT assets including hardware and software inventory, license tracking, and equipment deployment. Coordinate with procurement and vendors for timely replacements and repairs. Conduct training sessions and provide orientation as needed. Stay updated on emerging technologies and trends to recommend innovative solutions. Reports to the IT Services Manager and/or Director of IT Services.

High-level Summary of Critical, Baseline Technical Skills and Certifications Years of Experience: 0+ Licensure: not required Proficiencies Excellent customer service skills Analytical skills Excellent verbal and non-verbal skills Communicating with large and small groups Training and new employee orientation Software Basic proficiency in using and basic proficiency in administering: Windows desktop operating systems Mac OSx systems iOS devices Microsoft Teams PC and Laptop Hardware Ticketing systems Audio Visual systems Licensure/Certifications/Education An associate or bachelor's degree in computer technology or related field or equivalent experience is preferred.