User Support Analyst II

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 Provides Tier 1 and 2 end user support to the local/regional offices, including remote workers; participates in weekend support rotation, occasional before/after hours assistance as required. Assists the IT Supervisor with overseeing the daily operational activities of the Service Desk, including monitoring Service Desk request queues (tickets, emails, Slack channels, etc), and ensure requests are appropriately accepted, logged, and promptly responded to. Ensures that all issues and requests are well documented in the Service Desk ticketing system from the creation of the ticket to successful resolution. Researches effective and efficient ways to resolve problems; solution focused. Identifies, researches, and resolves complex technical problems; escalating as required to ensure tickets are completed within Service Level Agreements, minimizing and avoiding breached and pending tickets. Demonstrates sensitivity, diplomacy, and influence 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, and abilities. Reliable and responsible, able to respond quickly to emergencies, seeing problems through to resolution; take the term "customer service" to heart. Stays current with firm policies and procedures and maintains professional and technical knowledge, including industry best practices; maintains an understanding of SOM products and their interrelationship technically and to the customer. Ability to work independently and proactively with remote supervision. Other tasks and responsibilities as required. Minimum Qualifications BS in related field; 3 - 5 years of experience working within an OT support organization; experience in the AEC industry desired. Demonstrated experience with ServiceNow IT Service Management platform, or similar Service Desk request management platforms. Demonstrated experience deploying and supporting MS Windows and Mac OS devices in a Windows environment; experience working in Cloud environments desired. Demonstrated experience deploying and managing Mac iOS and Android enterprise smartphone devices, including managing provider relations. Demonstrated experience using system and endpoint management tools such as Quest ActiveRoles (Active Directory Administration), Microsoft SCCM (Windows Imaging/Management and Software Deployment) and JAMF (Mac OS Device Management) Demonstrated experience administering, supporting and using: Email/calendaring platforms such as Google gMail/gCal and MS Outlook/Exchange Business applications such as Google Docs/Sheets/Slides/Forms, Microsoft Office, and Adobe Creative Suite. Productivity platforms such as Google Workspace; experience creating/managing Google Groups and Room Resources is desirable. File collaboration platforms such as Google Shared Drives and MS Sharepoint. Messaging platforms such as Slack Cloud hosted VoIP phone platforms such as Zoom Phone AV Conferencing infrastructure and web conferencing platforms such as Zoom, WebEx, MS Teams; experience with Zoom Rooms and room control systems such as Crestron is desired. Demonstrated experience supporting architectural software such as Revit, AutoCAD, 3ds Max, Rhino, Enscape, V-Ray, Corona, and Bluebeam is desired. Excellent oral and written communications skills. Microsoft, AWS, Google certification a plus. Are you ready to join a team of creative professionals working on transformational projects around the world? Take advantage of this exciting opportunity to build a better future with SOM. Our Benefits: Health and Wellness: Medical, dental, vision, disability, and life & accident insurance Savings: 401K matching, pre-tax spending accounts, and employee discount programs Work/Life Balance: Hybrid/Flexible schedules, paid family leave, paid vacation, backup child and elder care, and an employee assistance program Professional Development: Reimbursement for professional licenses, associated renewals, and exam fees as well as specialized in-house career development Compensation for this role is based upon experience, qualifications, location, and education and typically ranges from $75,000-$95,000. Our Culture: Our creative, interdisciplinary teams work like small, dynamic studios, with all the resources and diversity of a global firm. Here, you'll collaborate with industry experts on some of the most exciting and transformative architecture, engineering, and planning projects in the world. We believe an inclusive environment improves our teams, our firm, and our communities and are passionate about Diversity, Equity, and Inclusion. Our DEI Action Plan was created to bring meaningful change to our profession, starting with our own culture and practices. We are proud to be an equal opportunity and affirmative action employer. Visit this page to learn more about SOM's employment policy as well as additional information such as a privacy notice for California residents and how to apply offline. For more about SOM: www.som.com