IT Support Specialist II
Are you ready to join a growth-oriented team where creativity meets innovation? At Ware Malcomb, we are a dynamic and forward-thinking design firm committed to pushing the boundaries. Our team-oriented, collaborative approach ensures that every project is a blend of visionary design, seamless project delivery, and we are actively engaged with both the community and the industry. Discover our vibrant culture to get an inside look into life at Ware Malcomb and the programs we offer. https://waremalcomb.com/life-at-ware-malcomb/
The IT Support Specialist II is responsible for supporting our end users in the local office and other offices in the region, as assigned by IT leadership. This support role has the primary responsibility of troubleshooting and/or triaging tickets from WM team members onsite and remote, and also functions as a mid-level escalation point for various technologies.
- This is a mid-level IT support role that serve as an escalation resource of the helpdesk team
- Work hours are 8:00 AM – 5:00 PM, local time; after-hours work as-needed to complete open tasks
- Provide excellent customer service through effective communication and active engagement.
- Resolve IT requests within established Service Level Agreements (SLA).
- As needed, escalate IT issues to senior-level technicians, infrastructure team or IT management
- Manage own help desk system queue to ensure timely response and resolution times.
- Assist other team members to help balance the IT workload.
- Develop and maintain a close working relationship with the IT team and end users.
- Effective assignment and recovery of IT assets in the assigned region.
- Maintain accurate inventory of all hardware and software.
- Anticipate the unique needs of each office by engaging with its local representatives.
- Be continuously alert and responsive to the ever-evolving needs of the staff in the region.
- Active contributor of technical solutions and documentation.
- Support a minimum of 3 offices with over 100 employees total.
- Assist efforts involving office buildouts, expansions or moves.
- Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.
- Participate in after-hours work, and travel to various work sites, as needed.
- Knowledge of infrastructure and cybersecurity fundamentals.
- Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.
- Bachelor’s degree or equivalent combination of technical training/work experience.
- Minimum of three (3) years of support experience with the following:
- Analytical, critical and deductive reasoning required to troubleshoot user issues.
- Effective communication of technical information to a less technical audience.
- Clear, concise, professional and thorough oral and written communication skills.
- Ability to multi-task, follow processes and procedures and take direction positively.
- Ability to speak, understand and write in English.
Established in 1972, Ware Malcomb is a contemporary and expanding full service design firm providing professional architecture, planning, interior design, civil engineering, branding and building measurement services to corporate, commercial/residential developer and public/institutional clients throughout the world.
With office locations throughout the United States, Canada, Mexico and Brazil, the firm specializes in the design of office, industrial, science & technology, healthcare, multifamily, retail, and public/institutional projects.
The firm is also ranked among the top 15 architecture/engineering firms in Engineering News-Record's Top 500 Design Firms and the top 30 interior design firms in Interior Design magazine's Top 100 Giants. For more information, visit www.waremalcomb.com.
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Are you looking to elevate your career as an IT Support Specialist II with a team that thrives on creativity and innovation? Look no further than Ware Malcomb, a forward-thinking design firm based in Atlanta, GA. We pride ourselves on our collaborative culture, where each team member plays a vital role in providing excellent customer service and ensuring smooth operations in our offices across the region. In this mid-level IT Support role, you will be the go-to point for troubleshooting and triaging tickets from our dedicated WM team, assisting both onsite and remote staff. Your day will be dynamic—managing help desk queues, resolving IT requests within established Service Level Agreements, and escalating issues when necessary. Your friendly communication style and analytical skills will be vital as you develop relationships with the IT team and end users, ensuring that every technology hiccup is addressed promptly. With responsibilities that include maintaining an accurate inventory of hardware and software, supporting multiple offices, and contributing to technical documentation, your contributions will directly enhance the work environment for over 100 employees. As an integral part of Ware Malcomb, you’ll also engage with local representatives to address unique office needs and assist in expansions or moves. If you envision yourself in a role that embraces both individual skills and team synergy, we encourage you to explore this opportunity with us. Join Ware Malcomb and become an essential part of our mission to deliver visionary designs and seamless project delivery!
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Ware Malcomb provides innovative design solutions, sophisticated management of projects and community and industry involvement, for the successful implementation of ideas. We have proven our ability to address all issues of a project through our ...
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