Desktop Support Specialist

Who You Are

The Desktop Support Specialist is a service-oriented IT professional who enjoys helping others solve technical challenges. This individual provides day-to-day support for laptops, mobile devices, software, email, and other technology used throughout the Company’s offices and job sites. The Desktop Support Specialist is comfortable coordinating with external vendors, managing IT inventory, training employees on internal systems, and partnering with the Managed Service Provider to support technology security and reduce risk. This individual is organized, responsive, and able to explain technical issues in a clear and approachable way.

What You’ll Do

• Respond to IT service requests from internal team members in a timely and professional manner.
• Identify, investigate, and resolve end-user hardware, software, and connectivity issues.
• Provide in-person, telephone, and remote technical support to employees across Concord’s office locations and job sites.
• Assist with the setup, maintenance, and troubleshooting of technology equipment needed to support job-site operations, including security camera, webcam, time-lapse cameras, TV screens, printers, and related equipment.
• Coordinate with IT Leadership and the Managed Service Provider to implement approved technology solutions and support IT initiatives that align with organizational goals and established standards.
• Collaborate with departmental power users to understand technology needs, identify opportunities for improvement, and help ensure systems are meeting operational expectations.
• Support technology-related goals and objectives included in the Company’s Strategic Plan
• Conduct IT orientation training for new employees and assist with onboarding and offboarding processes.
• Coordinate training and communication when new technologies or systems are introduced.
• Create and maintain documentation for end-user support, onboarding and offboarding procedures, and internal IT workflows.
• Follow established cyber security policies and procedures and promptly report potential risks for security concerns to IT Leadership and the Managed Service Provider
• Communicate with software, hardware, construction, and professional services vendors as needed, including coordinating repairs or replacement of defective equipment.
• Provide onsite support at Concord offices and remote job sites as needed, including occasional travel.
• Perform other related duties as assigned.
• Supports Concord mission, vision, strategic objectives, and core values.
• Perform other related duties as assigned.

Qualifications:

• Degree in Computer Science or related field preferred
• Three or more years of experience providing customer-facing technical support is highly preferred.
• Industry certifications (e.g., CompTIA A+, Microsoft Certifications) are a plus but not required.
• Excellent verbal and written communication skills, with the ability to explain technical issues clearly to both technical and nontechnical team members.
• Strong interpersonal, customer service, analytical, troubleshooting, and problem-solving skills
• Experience supporting Microsoft 365 environments, including user setup and basic account administration.
• Experience administering user accounts in Active Directory, including account creation, password management, and ongoing account maintenance.
• Experience applying OS and software patches for Desktop PC’s
• Experience troubleshooting end-user hardware and software issues with desktops, printers, and scanners.
• Ability to manage multiple priorities effectively in a fast-paced environment.
• Professional, positive, and service-oriented approach when working with team members, vendors, and outside consultants.
• Experience using Viewpoint if preferred but not required.

Physical Requirements:

• Ability to sit for extended periods while working at a computer, attending meetings, or traveling.
• Ability to stand, walk, and navigate active construction sites, sometimes over uneven terrain or in varying weather conditions.
• Must be able to lift up to 15 pounds at times.
• Ability to drive or travel by air for client meetings, project visits, conferences, and industry events.