Help Desk Technician Ii

Cuningham seeks a Help Desk Technician to share in our vision to dream big, be daring, and create change. We are a forward-thinking design firm that values people, creative problem solving, and a learning mindset in the pursuit of unique, regenerative solutions that fit our clients’ needs.

The Help Desk Technician is responsible for providing technical support to end-users in an organization. This role will work closely with other Help Desk support teams to resolve complex issues and provide escalated support for critical incidents. Additional responsibilities include but not limited to; software package creation, Windows patch management, data restore, and Asset Management. Interaction with multiple levels of end users including managers and leaders is required.

What you will do

• Escalate issues and distribute tickets to other team members, vendors, or Help Desk Manager as appropriate.
• Provide strong customer service skills.
• Create, publish, and maintain SOP (Standard Operating Procedure) documents
• Meet or exceed Help Desk response SLA’s (service level agreements)
• Effectively communicate technical matters to a non-technical audience
• Capable of providing laptop repair when needed.
• Provide second-level support for all Business Technology incidents. Act as a backup to first-level support as needed.
• Complete project/admin data restore requests
• Provide onboarding for all new hires.
• Create, communicate, and publish/push Business Technology software updates
• Schedule, deploy and confirm laptop Windows OS patch updates
• Potential travel to other offices for project-specific or hands-on support.
• Become familiar with office process and standards
• Clearly communicate with end-user throughout the troubleshooting and assistance process
• Seeks to solve problems utilizing information from a variety of sources, including when to request direct support.

What we look for

• Bachelors degree in Computer Science or similar, required.
• Experience within the AEC industry, a plus.
• 5-7 years working in a help desk environment required.
• Proficient with Zoom technology, InTune and Package creation, Windows 10, Active Director User/Group management, Exchange/Office 365 management, remote access applications.
• Familiarity with virtual desktop technology, OneDrive and MS SharePoint.

$71,000 - $123,000 a year

Compensation commensurate with experience, capabilities, licensure/certification, and location of residence.

Cuningham offers a variety of benefits to employees including; health insurance, dental insurance, vision insurance, an employee wellness program, life and disability insurance, 401k retirement savings plan, paid holidays, and paid time off.

Why Cuningham?

Together, we create enduring experiences for a healthy world.

Whether we are celebrating at a Spirit hour, nurturing an equitable and just work environment, or delivering regenerative design solutions to restore natural and human systems, each exchange is an opportunity to create a better future and support the health of our talent and communities. Our values are simple and impact every aspect of our practice:

Celebrate curiosity.

Design the future.

Restore the earth.

Take care of each other.

Have fun.

What can we create together?

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Cuningham is an Equal Opportunity/Affirmative Action Employer and values the strength diversity brings to the workplace when combined with equity and justice. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, age, genetic information, national origin, disability, military, or veteran status.