Technical Support Specialist-Design Technology
Chicago, IL

Job Description

At EXP, we know that great experiences start with the right people. We believe that work should be challenging, and the challenge should be fun. We also believe that exponential possibilities are more likely to occur with a respectful, satisfying and empowering company. We value and respect our employees - their experience and expertise as well as their energy, passion and diversity - and their innovative approach to work and to life.

EXP is looking for a Design Technology Specialist in our Chicago, San Diego or Houston office. The Design Technology Specialist's role is to ensure the design software and solutions used by the project teams are working properly, enabling end users to accomplish their business tasks and deliver projects properly/on time. This includes receiving, prioritizing, documenting and actively resolving Design Technology Service Desk requests, as well as escalating incidents when appropriate/necessary to maintain operational expectations. Coordination with other areas of IT may also be required to resolve specific issues.

Your Responsibilities

Operational Management

* Receive incoming user requests to Exp's Design Technology group, via both telephone and e-mail to ensure courteous, timely and effective resolution of issues.
* Troubleshoot/resolve issues with Design software.
* Build rapport and elicit problem details from staff seeking assistance.
* Prioritize and schedule problems.
* Escalate problem (when required) to the appropriately experienced technician.
* Record, track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and follow-up.
* Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
* Become familiar with appropriate secondary/lesser used design software that is supported by the organization.
* Perform hands-on fixes at the desktop level, including installing and upgrading software, and configuring CAD systems and applications (this is often done via remote-access software).
* Test fixes to ensure problem has been adequately resolved.
* Perform post-resolution follow ups to help requests.
* Develop How-To's and FAQ lists for end users and other technical staff.
* Reinforce SLAs to manage end-user expectations.

Strategy & Planning

* Evaluate documented resolutions and analyze trends for prevention and/or faster resolution of similar issues.
* Alert management to emerging trends in incidents.

Acquisition & Deployment

* Assist in software releases and roll-outs and communication to the end users.

Job Requirements

The Skills, Knowledge and Abilities We Seek

* College diploma, university degree, or relevant certifications in the field of computer/information technology.
* 5+ years of work experience.
* Knowledge of basic computer hardware.
* Experience/understanding of desktop and server operating systems.
* Superior/Advanced technical support skillset in Autodesk applications, including Revit, AutoCAD, Civil 3D, and BIM360.
* Beneficial, but not a required):
* Experience with supporting the following:
* Bentley Applications (including ProjectWise, Microstation)
* Newforma.
* Citrix
* ETabs and SAP software a plus (structural software).
* AutoTurn and Bentley InRoads (civil).
* French language.






* Excellent written and oral communication skills.
* Good interpersonal skills, with a focus on rapport-building, listening and questioning.
* Strong documentation skills.
* Ability to absorb and retain information quickly.
* Ability to present ideas in user-friendly language.
* Highly self-motivated and driven.
* Keen attention to detail.
* Proven analytical and problem-solving abilities.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Exceptionally customer service oriented.
* Experience working in a team-oriented, collaborative environment

What EXP Can Offer

With a mission to understand, innovate, partner and deliver, EXP provides engineering, architecture, design and consulting services to the world's built and natural environments.

Our heritage dates back to 1906, when the earliest of EXP's predecessor companies started its engineering infrastructure practice. Today, over 3,000 creative EXP professionals across North America provide the passion and expertise needed to deliver successful projects around the world.

Our promise is to offer you a challenging career in a positive and dynamic work environment, and it's a promise we take seriously.

Join a dynamic team at EXP that provides you with innovative projects, the capacity to develop your career, a full range of benefits, flexible working hours, and much more! When you explore what EXP has to offer, you'll find exponential possibilities.

For more information, visit www.exp.com.

EXP is proud to be an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.