at ARCO in Downers Grove, Illinois, United States
Job Description
ABOUT YOU
Are you a leader within the IT space? Are you an individual looking for a non-traditional help desk position? Do you enjoy working with people and technologies to achieve business goals? Are you customer service minded? If the answer is, “Yes!” then we have an exciting, opportunity for you. Who are we? We are ARCO, a Family of Construction Companies.
WHAT WE CAN OFFER YOU
We are dedicated to the well-being of our associates and are proud to be consistently recognized as a Best Places to Work company. Our compensation and benefits package not only supports our associates and their families but benefits local communities and communities around the world.
+ Industry-leading performance-based bonus program
+ Generously funded profit sharing
+ Traditional and Roth 401k
+ Tuition reimbursement for associates
+ Scholarship for associates’ children up to $28,000 per child
+ 3 weeks paid vacation
+ 1-month paid sabbatical after every five years of employment, plus $5,000 for travel
+ 1-week paid volunteer leave each year
+ 100% charitable match
+ Medical, dental, and vision insurance coverage with an HSA option
+ 100% paid 12-week maternity leave
+ 1-week paid paternity leave
At ARCO, our first core value is to treat people fairly and do the right thing. We are committed to building and sustaining a culture that supports diversity and inclusion. We are proud to be a drug-free workplace and an equal opportunity employer, and all qualified applicants will receive consideration for employment.
From recruiting, training, and hiring practices to selecting our subcontractors, we understand that diversity of all those involved in the construction process enhances our ability to deliver the best solutions to our customers. We hire the best and the brightest from across the country – constructing a team of experts in architecture, design, engineering, project management, and business services.
A DAY IN THE LIFE
+ Acts as a point of escalation for other Support Desk team members and end users. Assist and mentor team members with ticket resolution, training, and general guidance and best practices.
+ Establishes clear communication and provides the highest level of support on problem incidents or new service requests / end user inquiries, including priority one tickets.
+ Responsible for all new hire orientations and desktop and software application deployments to ensure smooth onboarding of associates and programs. Completes survey and gathers feedback for continuous improvement.
+ Collaborates with business leaders and technology team to deliver the new office moves/expansion initiatives, technology equipment installations, systems upgrades and provides timely status updates.
+ Monitors and manages ticket queues daily to meet service levels commitments and coordinates with other IT team members to address more complex technical issues.
+ Follows established procedures for incident and problem management for resolution with clear communication and status updates for affected users and management.
+ Implementation of software and/or environment changes and ensuring all changes are controlled and managed via established Change Control processes using Service Now and/or other tools.
+ Provide ongoing training and necessary documentation to end users as new systems and changes are released.
+ Assists and recommends the need for application software upgrades, patches, and hotfixes.
+ Assists Support Desk Manager in gathering and presenting Support metrics and key performance indicators.
+ Provides project related support for IT related improvement initiatives.
+ Escalate complex requests to respective internal teams and if necessary, act as a conduit between IT team and external services providers to resolve issues in a timely manner.
+ Contributes to the development of improved processes and quality controls with other members of the team.
+ Occasionally visits other sites as needed to ensure IT systems are operating properly and respond to any questions or concerns.
+ Responsible for IT assets within the business and will utilize tools as provided to report asset inventory as required.
+ Provide general IT support including hardware deployments and replacements, including workstations, laptops, tablets, and phones.
NECESSARY QUALIFICATIONS
+ 5-7+ years of experience in a lead desktop/server support role.
+ Associate degree or higher preferred in a technology related field.
+ Prior experience leading a team.
+ Certifications desired: A+, Network+, MCSA, CCNA, ITIL.
+ Experience supporting & troubleshooting Windows Desktops and Servers and related technologies such as Active Directory, DNS, DHCP, Group Policy, Office 365, Spam Filtering and remote administration tools.
+ Experience with iOS, Android, Windows 10, Macs.
+ Knowledge of ticketing systems such as ConnectWise, Remedy and ServiceNow.
+ Strong background in IT service delivery with a track record of meeting business requirements and SLAs.
+ Ability to communicate clearly and professionally, both verbally and in writing.
+ Pleasant, patient, and friendly attitude.
+ Strong decision making and analytical abilities.
+ Detail-oriented and organized.
+ Excellent time management and multi-tasking skills in a fast-paced environment.
+ Ability to work well within a team.
+ Self-starter; flexible to take on new initiatives.
MAKE YOUR MOVE
We are proud to be one of the fastest-growing, privately-owned companies in America, celebrating over 30 years of experience as design-build experts. We have completed over 5,500 design-build projects across 48 states and 38 major cities nationwide. We ranked #3 out of the top 100 design-build companies in the U.S. and #17 on ENR’s Top 400 Contractors list of 2023. Most importantly, our clients like us, trust us and want to do business with us. We are looking for people with the same enthusiasm, passion, and respect for the hard work that brought us to where we are today. Are you a person that can make a difference at ARCO? If the answer is, “Yes!” we look forward to meeting you.
ARCO does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without pre-approval from ARCO’s Human Resource team. Pre-approval is required before any external candidate can be submitted. ARCO will not be responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers.
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