We are seeking a detail-oriented and highly skilled IT Systems & Deskside Specialist to join our team, supporting the critical TRP project. This hybrid position is responsible for providing comprehensive technical support to end-users (deskside) while actively maintaining, managing, and optimizing the core IT systems and infrastructure. Furthermore, this role will utilize the Microsoft Power Platform to develop Power Apps and automate business processes through workflow creation. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a deep, practical understanding of enterprise IT systems, networking, and end-user hardware. Reporting to the IT Manager, the Specialist contributes significantly to the successful execution and delivery of the IT systems to the TRP project, ensuring high availability and adherence to ITIL standards across all IT services.
Responsibilities:
Technical Support & Troubleshooting:
Provide end-user support for all IT-related issues, including hardware, software, and networking problems.
Diagnose and resolve technical issues in a timely and effective manner, ensuring minimal disruption to business operations.
Offer remote and in-person assistance to users for software installations, system configurations, and troubleshooting.
System Maintenance & Management:
Ensure the ongoing operational health, stability, and efficiency of developed Power Apps and automated workflows (Power Automate). This includes monitoring application performance, troubleshooting connectivity issues, and applying minor updates or hotfixes to deployed solutions.
Monitor the service health dashboard for Microsoft 365 and the Power Platform environment. Quickly identify and escalate service degradation or outages related to the platform to the appropriate internal teams or Microsoft Support.
Ensure all end-user computer systems (laptops and desktops) are properly configured and running necessary updates to maintain a stable, secure, and compliant environment for accessing business applications.
Maintain the operational status and connectivity of key peripheral devices, including printers, scanners, and specialized meeting room audio/visual equipment.
Network Support & Security:
Collaborate closely with dedicated Network Engineering teams to physically install and stage network infrastructure (e.g., routers, switches, wireless access points) at new project offices and construction sites.
Provide hands-on support during the remote configuration of network equipment by the dedicated team, acting as the local technical liaison for testing connectivity, verifying configurations, and resolving physical layer issues.
Monitor network performance from the end-user perspective and troubleshoot connectivity or bandwidth issues affecting end-user devices, escalating complex issues to the appropriate network team.
Ensure endpoint security is maintained through the deployment and verification of corporate antivirus/EDR solutions on all client devices and confirm that all systems comply with security best practices and firewall policies enforced by the network team.
IT Asset Management & Inventory
Manage, deploy and track IT assets, including hardware (desktops, laptops, printers, etc.), software licenses, and network devices.
Ensure that all IT equipment is properly inventoried, monitored, and maintained according to company policies.
Coordinate the procurement, deployment, and retirement of IT assets, ensuring cost-effectiveness and compliance with asset lifecycle management.
Perform regular audits to ensure accurate asset tracking and prevent discrepancies.
Documentation & Reporting:
Document and maintain comprehensive technical procedures, system configurations, and network infrastructure.
Create and update user guides and FAQs for internal IT systems and software.
Track reported issues via support ticket for resolution times, and other key metrics, providing regular reports to management.
User Training & Education:
Provide training sessions to end users on new software applications, system updates, and IT best practices.
Develop and maintain user manuals and self-help resources for common IT tasks and troubleshooting.
Collaboration & Cross-Functional Support:
Work closely with other departments and joint venture (JV) partners to ensure IT systems meet business needs and requirements.
Participate with vendors to implement new technologies or support company-wide IT projects.
Offer recommendations for hardware or software upgrades to improve efficiency and productivity.
Qualifications:
Minimum 5+ years of progressive experience in IT Support or a similar hybrid role, with significant time spent in a construction or project-based field environment preferred.
Demonstrated hands-on experience in developing, deploying, and maintaining business solutions using Microsoft Power Apps and Power Automate (Flow).
Proven hands-on proficiency with Microsoft 365 (M365) services, specifically troubleshooting and supporting Exchange Online, Teams, and SharePoint Online from an end-user perspective.
Expert knowledge in desktop operating systems (Windows), hardware troubleshooting, imaging, and managing various peripheral devices (printers, scanners, AV equipment).
Practical experience with the physical installation, staging, and commissioning of IT/Network equipment (routers, switches, access points) in remote offices or construction sites.
Strong understanding of basic networking principles (TCP/IP, Wi-Fi, DNS, DHCP) sufficient for physical deployment assistance and end-user connectivity troubleshooting.
Knowledge of scripting languages (e.g., PowerShell) for local endpoint management and routine Power Platform maintenance tasks.
Working knowledge of security best practices, including enforcing security policies on client devices.
Understanding or certification in ITIL (Information Technology Infrastructure Library) or other IT Service Management frameworks.
Bachelor’s degree in information technology, Computer Science, or related field OR equivalent combination of technical certifications and practical experience.
