IT Field Engineer - Seattle

Job Description

Position Summary 

This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will work as a part of a team to support employees located in the Seattle area, local subsidiaries, and construction jobsites. 

Responsibilities 

• Interacts in person, via telephone, email, IM, and web interface to assist users. 

• Analyzes, prioritizes, troubleshoots, and resolves technical issues, including employee laptops and mobile devices in a timely fashion in accordance with SLAs and OLAs. 

• Support includes but is not limited to diagnosing & troubleshooting laptops, mobile devices, SaaS platforms, and network devices. 

• Installs and maintains software/hardware/networks at jobsites and offices. 

• Responsible for scheduling and organizing visits to jobsites and offices. 

• Responsible for creating, tracking, and resolving incidents and tasks in SolarWinds/Samanage. 

• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at jobsites. 

• Responsible for maintaining company security through established tools. 

• Involved in company-wide IT projects providing input and deliverables in all phases. 

• Follows ITIL processes for incident and problem management. 

• Documents best practices and known fixes in Samanage knowledge base. 

• Provides IT training during onboarding and provisions assets following established best practices. 

• Provides relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization. 

• Takes initiative to work with other cross functional IT team members to improve the quality of service. 

• Liaisons with business project estimators and project managers to plan for jobsite IT needs during preconstruction phase and throughout the project lifecycle. 

• Determines, recommends, procures, and executes which products or services best fit the needs of the project teams, while maintaining DPR IT standards and best practices 

• Implements and follows jobsite standardization practices. 

• Works with service providers and trade partners to install and implement jobsite technologies. 

• Responsible for mobilization and demobilization of IT equipment at jobsites. 

• Ensures quality customer service by maintaining ownership of escalated issues until resolved, including communication