At Arup, our innovative spirit compels us to express our ingenuity in unique ways —developing many of the world’s most innovative and sustainable buildings, transport and civil engineering projects. Arup is a global engineering and consulting firm of 12,000 creative minds. Our integrated approach to engineering and design brings together the best professionals to meet our clients’ needs. Excellence Leaves a Lasting Impression We are currently seeking an IT Analyst to work as part of our Regional IT Team. This position provides first level support for Arup staff in the Americas Region from our Los Angeles location.
In this position you will provide professional and skilled technical services and support to internal clients at Arup. Your solid communication and client relations skills will enable successful daily interactions with clients via telephone, e-mails, chats, self-service, and face-to-face tickets. You will be a member of a regional team that helps our staff with their computing needs. Key requirements within this role are maintaining IT service level agreements; following defined ticketing procedures, and providing excellent communication with the client and other IT staff.
Role Requirements:
• Helpdesk and Desktop enterprise level technical support experience in Windows 7, Active Directory, Outlook / Exchange, MS Office 2013, Office 365, VoIP, DNS and DHCP, Windows Server and remote access / VPN
• Knowledge of personal computing standards, MAC and Windows OS in Client/Server based LAN and WLAN systems using TCP/IP protocols
• Ability to remotely diagnose and repair hardware and software issues
• Familiarity with IOS and Android mobile devices and Mobile Device Management tools
• Have excellent written and verbal communication skills across all levels of the organization
• Be a self-starter who takes initiative to work and develop holistic solutions
• Continually exercises critical thought and judgment to determine the most appropriate action
• A college degree or relevant coursework in Information Technology and prior experience working in professional services organizations
• ServiceNow experience strongly desired
• Familiarity with AutoCAD, Revit, Microstation, ARCgis, Adobe Suite, Bluebeam are a plus
• Microsoft or IT related Technical Certifications are a plus
• Ability to provide some out of hours support
Responsibilities:
• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for local and remote workstations
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Maintain inventory of all equipment, software and software licenses
• Take on special projects when necessary