Practice Technology Services Group (PTSG)Helpdesk Analyst
Pasadena, CA

Job Description

Grow with the best. Join a smart, creative, and inspired team that accomplishes operational excellence. Bringing together individuals with diverse backgrounds, talents, and expertise, our 22,000 team members in over 400 locations worldwide are vital to making our Company stronger.

Your Opportunity

To provide quality support with a high degree of customer service and expertise pertaining to CAD\BIM\Design related issues and services, through the IT Service Center. This will involve developing support solutions in various areas supported by PTSG and interacting with our users to provide resolutions in a timely manner.

Your Key Responsibilities

Technical

* Analyze and resolve CAD\BIM\Design related problems according to priorities and time frames


* Assist in the resolution of end user and support issues among Stantec's sites to ensure timely distribution of knowledge and positive impact on user satisfaction


* Escalate problems to the appropriate areas of expertise when necessary


* Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions for our end-users


* Document resolutions and leverage IT support resources to resolve requests in a timely manner


* Manage PTSG's queue within the IT Service Center portal



Communications

* Serve as the first point of contact between end-users and PTSG through the IT Service Center


* Participate in PTSG Operations weekly coordination calls; update the team on trends, significant problems, and unexpected concerns that pertain to the Stantec environment


* Keep the end-user informed on the status of their request until the ticket is closed, even there is no solution to offer


* Inform our end-users of global IT problems and impacts


* Advocate and enforce Stantec IT policies and practices



Project Management

* Assist in coordinating PTSG activities related to acquisition services


* Coordinate and assist with technology upgrades, and implementations



Interpersonal Interaction

* Communicate thoughts and express complex ideas in simple terminology


* Participate in team projects that enhance the quality and efficiency of Stantec's services


* Provide helpful and motivating feedback to others


* Work as a positive influence within a team environment



Your Capabilities and Credentials

* Relevant University Degree or College Diploma and 2-3 years of related experience in the Architectural/Engineering/CAD industry


* Knowledge and working experience in both Autodesk and Bentley applications


* Proficient oral and written communication skills in both English and French will be considered an asset


* Experience with troubleshooting computer hardware, windows operating system, and network issues will be considered an asset, although not a requirement


* Skilled in troubleshooting\problem solving


* Self-motivated and able to work with minimum supervision


* Willing to work flexible hours to accommodate end-user support needs


* Customer service oriented


* Ability to administer tasks, priorities and schedules


* Programming capability a plus



Position will primarily work in an office setting; may require some field work.

This description is not a comprehensive listing of activities, duties or responsibilities that may be required of the employee and other duties, responsibilities and activities may be assigned or may be changed at any time with or without notice.

Stantec is a place where the best and brightest come to build on each other's talents, do exciting work, and make an impact on the world around us. Join us and redefine your personal best.

Job: Desktop Support Analyst

Primary Location: Canada-Alberta-Edmonton

Other Locations: Canada-Quebec-Ville de Québec, United States-Colorado-Broomfield, United States-California-Pasadena

Employee Status: Regular

Job Level: Individual Contributor

Travel: No

Schedule: Full-time

Req ID: 180002N3