User Support Analyst I

About this role

At SOM, we are a collective committed to shaping a better future for our clients, communities and planet. We aspire to create the most sustainable, impactful work through creative, interdisciplinary teams with all the resources and diversity of a global firm.  We value those who are passionate about excellence, innovation, integrity, inclusivity, and collaboration.  Together we can achieve great things.

Success at SOM Means • Ideas:  Our highest aspirations go beyond known solutions and models.  We are constantly innovating and attempting to bring new approaches, solutions and processes to our work. 

• Knowledge:  We are not expected to know everything, but rather to passionately pursue answers.  It is vital that we listen intently and are proactive about learning, integrating new skills and deepening our knowledge. 

• Deliverables: We strive for excellence in the concept, quality, and delivery of our work. 

• Individual: We believe in the individual and the wealth of attributes, skills, and knowledge that a person can develop and contribute.

• Team: Our design ethos is founded on the principle of interdisciplinary integration.  We foster a positive team culture in which everyone collaborates openly towards common goals. We proactively reconcile the goals and priorities of SOM and clients while fostering opportunities for design and technical excellence in alignment with the firm’s ethos. 

• Firm:  We believe in a meritocracy of ideas.  We are a collective that looks to everyone to actively contribute to the design discourse in the office. 

Position Responsibilities • Provide Tier 1 and 2 end user support to the local/ regional offices, including remote/work from home staff.

• Promptly respond to service desk requests (tickets, emails, Slack channels, etc); prioritize and manage several open issues at one time; participate in special projects as assigned.

• Provide on-site, off-site, and remote support; participate in weekend support rotation, and on occasion provide weekday after hours support.

• Sensitivity, diplomacy, and persuasiveness in dealing with all levels of the firm; actively appreciates the diverse capabilities, insights, and ideas of others, working respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.

• Stay current with firm policies and procedures and maintain professional and technical knowledge, including industry best practices; maintain an understanding of SOM products and their interrelationship technically and to the customer.

• Research effective and efficient ways to resolve problems; solution focused.

• Reliable and responsible, able to respond quickly to emergencies, seeing problems through to resolution; take the term “customer service” to heart

• Excellent oral and written communications skills.

• Assists with other tasks and responsibilities as may be required.  

Minimum Qualifications • BS in related field or equivalent work experience; 2+ years of working experience within an OT support organization; experience in the AEC industry is desirable.

• Microsoft and/or CompTIA A+ certification desired.

• Experience configuring and supporting MS Windows and Mac iOS devices in a Window environment; experience working in Cloud environments desirable.

• Experience configuring supporting iOS and Android mobile devices

• Experience with Windows Active Directory and Microsoft SCCM

• Experience administering, supporting and using: • Google Workspace (mail/calendar/business apps), Microsoft Office, and Adobe Creative Suite

• File collaboration platforms such as Google Shared Drives and Microsoft Sharepoint.

• Messaging platforms such as Slack

• AV conferencing infrastructure (Neat/Crestron) and web conferencing platforms such as Zoom, WebEx, and MS Teams

• Experience supporting architectural software such as Revit, AutoCAD, Rhino, Enscape, V-Ray, and Bluebeam is desirable.

Compensation for this role is based upon experience, qualifications, location, and education and typically ranges from $60,000 to $75,000.

For more about SOM: www.som.com

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