Company Overview
HOK is a leading global firm specializing in design, architecture, engineering, and planning. With a team of 1,750 professionals spread across 26 offices on three continents, we collaborate seamlessly to create innovative and impactful solutions.
As a collective of forward-thinking designers and problem-solvers, we are committed to addressing the most pressing challenges of our time. Our mission is to enhance lives, deliver exceptional value to our clients, and contribute to a healthier planet through thoughtful, sustainable design.
Helpdesk Support Specialist
Responsibilities
- Provide Tier 1 technical support, assisting users with software and hardware issues to ensure smooth operations.
- Monitor and maintain computer systems and peripheral devices, identifying and reporting any errors.
- Set up, configure, and manage employee equipment, including adds, moves, and changes.
- Conduct minor repairs on hardware, software, and peripherals according to company guidelines.
- Maintain inventory and account records, ensuring accurate tracking of IT assets.
- Utilize technical manuals and collaborate with users to diagnose and troubleshoot system issues.
- Escalate major hardware or software problems to vendors or supervisors for further resolution.
- Train users on the proper use of hardware, software, and company systems.
- Work closely with internal teams to recommend system upgrades or modifications for efficiency improvements.
- Continuously seek opportunities to enhance operations, reduce downtime, and improve customer service.
- Occasionally provide after-hours and weekend support as needed.
- Offer Tier 2 support for mobile devices, headsets, personal storage devices, and other peripherals.
- Promote sustainable work practices to foster a green workplace.
Required Skills & Qualifications
- Strong knowledge of basic PC components and troubleshooting.
- Familiarity with Microsoft-based networking protocols.
- Exposure to scripting languages and remote access technologies for troubleshooting and connectivity.
- Basic understanding of voice and data telecommunications systems.
- Proficiency in Microsoft Office Suite.
- Ability to install, configure, and operate various computer equipment.
- Strong organizational skills and keen attention to detail.
- Effective verbal and written communication skills, particularly for technical issues.
Education & Experience
- Associate’s degree or equivalent education and experience in IT or related fields.
- Minimum 2 years of experience in IT support or helpdesk roles.
- Hands-on experience with electronic helpdesk systems.
- Microsoft and/or Cisco certifications (preferred).