SAM
Help Desk Technician
SAM, Dallas, Texas, United States, 75215
Who We Are
For over thirty years, SAM has built a reputation as a trusted, knowledgeable, and innovative partner. Our licensed professionals transform petabytes of complex spatial data into intelligent insights in a holistic Managed Geospatial Services™ (MGS™) framework. As North America's premiere MGS™ company, SAM provides practical, precise, and high-fidelity solutions designed to enhance decision-making, mitigate risks, achieve strategic objectives, and drive costs out of our client's business. Our vision is to advance spatial data acquisition, improve analysis capabilities, and develop predictive analytics to redefine and transform how infrastructure assets are developed and managed throughout their lifecycles.
Your Impact at SAM
The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.
Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary
Install and troubleshoot
Printers, plotters, copiers and scanners
Cellular phones (iPhone, Android)
Desktops, Laptops and tablet computers
Network connectivity
Projectors and other audio/video equipment
Virtual meeting applications/equipment
Windows based applications
Ability to manage provisioning/deprovisioning of user accounts
Utilize inventory of on hand spare equipment for quick user turnaround
Basic training\walk through customers on Windows and Office functions
Follow-up and keep assigned tickets updated with current comments and status
Identify and suggest possible improvements on procedures
Cover after hours in an on-call rotation and triage escalations to support teams
Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility
Perform other tasks as assigned to help accomplish the Company’s strategic goals
What You Bring to SAM
High school diploma or equivalent orBachelor’s Degree in Information Systems, Business, Communications or related field
1 to 2 years’ experience working on a help desk team in a multi-office environment.
Experience with the following technologies:
Windows Desktop Operating System
Computer Hardware
Microsoft Office
Various other industry applications
Cellular provisioning
VOIP systems
Network connectivity
Printers, plotters, copiers and scanners
User provisioning and deprovisioning processes
Projectors and other audio/video equipment
Understanding of computer imaging
Troubleshooting computer performance
A+ preferred
ITIL foundations certification preferred
Any other technology certifications a plus
Our Perks
Health and Wellness Benefits: BlueCross BlueShield health insurance coverage begins the month after your hire date, Free Vision + Dental plans for employees, company-paid premiums for Long-term disability/Life Insurance (with HSA + FSA plans), SAM Cares program focused on holistic well-being
Financial Benefits: Employee Referral Rewards Program of $1K, $2,500 or $5K, Access to Ramsey Smart Dollar to support financial goals and retire with confidence, Fidelity retirement plans with a 5% company match, tuition reimbursement, optional cellphone stipend
Work-Life Balance: Flexible hybrid work schedules for office positions, paid time off including vacation/sick/holidays, parental leave to support families
Professional Development: Customized career development plan for licensing and certifications, Project Manager Business Academy, CAD Training Program, Individual Development Plans/Career Check-Ins, SAM WINS - our initiative for women-focused leadership and development, Milestone Anniversary Recognition, SAMbassador mentorship program
Perks and Discounts: Access to “Perks at Work” for discounts on wellness + travel + leisure and everyday purchases, company-sponsored events, free office snacks
Culture and Awards/Achievements: SAM Named 2023 Top Workplace USA for Second Consecutive Year ; 2023 SAM Ranks No. 88 on ENR Top 500 Design Firms
EEO
SAM is an EOE/Affirmative Action Employer M/F/D/V. SAM also participates in the federal E-Verify Program.
High school diploma or equivalent orBachelor’s Degree in Information Systems, Business, Communications or related field
1 to 2 years’ experience working on a help desk team in a multi-office environment.
Experience with the following technologies:
Windows Desktop Operating System
Computer Hardware
Microsoft Office
Various other industry applications
Cellular provisioning
VOIP systems
Network connectivity
Printers, plotters, copiers and scanners
User provisioning and deprovisioning processes
Projectors and other audio/video equipment
Understanding of computer imaging
Troubleshooting computer performance
A+ preferred
ITIL foundations certification preferred
Any other technology certifications a plus
The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.
Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary
Install and troubleshoot
Printers, plotters, copiers and scanners
Cellular phones (iPhone, Android)
Desktops, Laptops and tablet computers
Network connectivity
Projectors and other audio/video equipment
Virtual meeting applications/equipment
Windows based applications
Ability to manage provisioning/deprovisioning of user accounts
Utilize inventory of on hand spare equipment for quick user turnaround
Basic training\walk through customers on Windows and Office functions
Follow-up and keep assigned tickets updated with current comments and status
Identify and suggest possible improvements on procedures
Cover after hours in an on-call rotation and triage escalations to support teams
Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility
Perform other tasks as assigned to help accomplish the Company’s strategic goals
For over thirty years, SAM has built a reputation as a trusted, knowledgeable, and innovative partner. Our licensed professionals transform petabytes of complex spatial data into intelligent insights in a holistic Managed Geospatial Services™ (MGS™) framework. As North America's premiere MGS™ company, SAM provides practical, precise, and high-fidelity solutions designed to enhance decision-making, mitigate risks, achieve strategic objectives, and drive costs out of our client's business. Our vision is to advance spatial data acquisition, improve analysis capabilities, and develop predictive analytics to redefine and transform how infrastructure assets are developed and managed throughout their lifecycles.
Your Impact at SAM
The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.
Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary
Install and troubleshoot
Printers, plotters, copiers and scanners
Cellular phones (iPhone, Android)
Desktops, Laptops and tablet computers
Network connectivity
Projectors and other audio/video equipment
Virtual meeting applications/equipment
Windows based applications
Ability to manage provisioning/deprovisioning of user accounts
Utilize inventory of on hand spare equipment for quick user turnaround
Basic training\walk through customers on Windows and Office functions
Follow-up and keep assigned tickets updated with current comments and status
Identify and suggest possible improvements on procedures
Cover after hours in an on-call rotation and triage escalations to support teams
Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility
Perform other tasks as assigned to help accomplish the Company’s strategic goals
What You Bring to SAM
High school diploma or equivalent orBachelor’s Degree in Information Systems, Business, Communications or related field
1 to 2 years’ experience working on a help desk team in a multi-office environment.
Experience with the following technologies:
Windows Desktop Operating System
Computer Hardware
Microsoft Office
Various other industry applications
Cellular provisioning
VOIP systems
Network connectivity
Printers, plotters, copiers and scanners
User provisioning and deprovisioning processes
Projectors and other audio/video equipment
Understanding of computer imaging
Troubleshooting computer performance
A+ preferred
ITIL foundations certification preferred
Any other technology certifications a plus
Our Perks
Health and Wellness Benefits: BlueCross BlueShield health insurance coverage begins the month after your hire date, Free Vision + Dental plans for employees, company-paid premiums for Long-term disability/Life Insurance (with HSA + FSA plans), SAM Cares program focused on holistic well-being
Financial Benefits: Employee Referral Rewards Program of $1K, $2,500 or $5K, Access to Ramsey Smart Dollar to support financial goals and retire with confidence, Fidelity retirement plans with a 5% company match, tuition reimbursement, optional cellphone stipend
Work-Life Balance: Flexible hybrid work schedules for office positions, paid time off including vacation/sick/holidays, parental leave to support families
Professional Development: Customized career development plan for licensing and certifications, Project Manager Business Academy, CAD Training Program, Individual Development Plans/Career Check-Ins, SAM WINS - our initiative for women-focused leadership and development, Milestone Anniversary Recognition, SAMbassador mentorship program
Perks and Discounts: Access to “Perks at Work” for discounts on wellness + travel + leisure and everyday purchases, company-sponsored events, free office snacks
Culture and Awards/Achievements: SAM Named 2023 Top Workplace USA for Second Consecutive Year ; 2023 SAM Ranks No. 88 on ENR Top 500 Design Firms
EEO
SAM is an EOE/Affirmative Action Employer M/F/D/V. SAM also participates in the federal E-Verify Program.
High school diploma or equivalent orBachelor’s Degree in Information Systems, Business, Communications or related field
1 to 2 years’ experience working on a help desk team in a multi-office environment.
Experience with the following technologies:
Windows Desktop Operating System
Computer Hardware
Microsoft Office
Various other industry applications
Cellular provisioning
VOIP systems
Network connectivity
Printers, plotters, copiers and scanners
User provisioning and deprovisioning processes
Projectors and other audio/video equipment
Understanding of computer imaging
Troubleshooting computer performance
A+ preferred
ITIL foundations certification preferred
Any other technology certifications a plus
The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.
Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary
Install and troubleshoot
Printers, plotters, copiers and scanners
Cellular phones (iPhone, Android)
Desktops, Laptops and tablet computers
Network connectivity
Projectors and other audio/video equipment
Virtual meeting applications/equipment
Windows based applications
Ability to manage provisioning/deprovisioning of user accounts
Utilize inventory of on hand spare equipment for quick user turnaround
Basic training\walk through customers on Windows and Office functions
Follow-up and keep assigned tickets updated with current comments and status
Identify and suggest possible improvements on procedures
Cover after hours in an on-call rotation and triage escalations to support teams
Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility
Perform other tasks as assigned to help accomplish the Company’s strategic goals