In a world of possibilities, pursue one with endless opportunities. Imagine Next!When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.Job Description:Parsons is looking for an amazingly talented IT Support Engineer to join our Rail and Transit team! In this role, you'll have the privilege of working on the premier Infrastructure project in the Country, as well as receive all of the benefits of working for Parsons! This Program is the most Urgent infrastructure program in the country - a comprehensive set of rail investments that will improve commuter and intercity services, add needed resiliency and, in its later stages, create new capacity between Newark NJ and NYC.SummaryThe Help Desk Technician must be able to work with users of varied technical ability and have strong troubleshooting, communication, documentation, and interpersonal skills.Preferred Education & Experience
Associate's degree, technical training school completion, or equivalent work experience.
5 - 7 years of technical help desk experience.
Capable of working in a team environment demonstrating good communication skills.
Solid understanding of basic networking concepts, computer hardware, and software support.
Good working knowledge of Windows 10/11, Microsoft Office 2016/365 applications, Mac OS and mobile devices (Android & iPhone).
Excels working within a team environment and has excellent oral and written communication skills.
Advanced knowledge of troubleshooting complex issues, such as network printers, remote connectivity, software support, hardware issues, and Microsoft Office 365.
Experience supporting virtualization, Microsoft Endpoint Manager (previously System Center Configuration Manager), Microsoft Azure.
IT Network Support, SharePoint, Cloud Computing.
Customer Service (35%)
Provides courteous and efficient technical customer service support for all business applications, including enterprise, and division/departmental applications as well as hardware environment.
Responds to support calls in a positive, informative, and appropriate manner.
Keep customer promptly and consistently informed on status of ticket, prioritizing customer satisfaction.
Provides assistance through remote tools or by visiting desk side as required.
Troubleshooting (25%)
Performs restorative and maintenance actions either remotely or at the user’s location to resolve problems using basic troubleshooting and technical skills.
Provides accurate, timely and creative solutions to computer, technical, and networking problems to ensure user productivity.
Simulates or recreates user problems to resolve complex issues.
Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installation, moves, and configuration changes, and maintains ownership of issue through resolution.
Displays initiative in identifying, researching, and resolving issues involving the maintenance of the firm’s desktop environment.
Documentation (20%)
Maintains timely entry of accurate information and data regarding user issues within the tracking system and according to policies and standards.
Documents troubleshooting steps and resolutions into the Firm's technical knowledgebase and ticket management software, following the team's best practices.
Creates work instructions sharing solutions to common challenges.
Projects and Teamwork (10%)
Provide direct, routine technical support/advice, troubleshooting assistance, problem resolution, and responses to inquiries.
Works collaboratively with Help Desk team via instant messaging, email and phone to expedite solutions for users.
Willing to step out of comfort zone in accommodating cross-departmental requests.
Follows appropriate escalation path and seeks required approvals.
Participate in on-call rotation.
General and Administrative (10%)
Performs other duties as assigned.
Minimum Clearance Required to Start:Not Applicable/NoneThis position is part of our Critical Infrastructure team.For more than 75 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world. We work in diverse, collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure. We take special pride in projects and solutions that improve communities as well as people’s quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency. Powered by our people, we provide the imagination necessary to support our customers’ visions—and to help them see new possibilities.Salary Range:$70,500.00 - $123,400.00We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!About UsParsons is a digitally enabled solutions provider focused on the defense, security, and infrastructure markets. With nearly 75 years of experience, Parsons is uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services to federal, regional, and local government agencies, as well as to private industrial customers worldwide.Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBTQ+.For more about Parsons, visit parsons.com and follow us on Facebook, Twitter, LinkedIn, and YouTube.