IT Support Technician

At Cumming Group, you will work on some of the world's most exciting projects in a dynamic environment where your success is measured by the impact you make. We are one of the fastest-growing project and cost management consultancies in the United States, as reflected in our top 10 rankings in ENR. With over 60 offices globally, an extremely diverse project portfolio, and double-digit year-over-year revenue growth, the opportunities to make your mark are limitless!

We are currently hiring for an IT Support Technician to be based in our Miami, FL office. This is a 100% in office position, supporting our internal employees who are located at 30+ offices across the US. The IT Support Technician is the initial support level responsible for internal technical support for computer workstation hardware, operating system, software, network, printing, and Internet access issues.

Essential Duties & Responsibilities:

• Answer calls and respond to tickets from the Support Desk ticketing system.
• Communicate using MS Teams, email, and in person.
• Gather the relevant information needed to identify, troubleshoot, and resolve issues.
• Remote into TMs computers to install software, troubleshoot, provide "hands on" assistance, etc., while talking with TMs on the phone.
• Provide first level corrective action.
• Collaborate with IT staff TMs, escalates to second level (IT Support Tech II) when necessary.
• Use the IT Ticketing system to log calls, document steps taken, next steps, follow-ups, resolutions, etc.
• Assisting Team Members with learning certain tasks and offering recommendations on alternative ways to accomplish a task.
• Collaborate with internal IT Team Members and escalate tickets when needed.
• Use Active Directory and Azure Active Directory to retrieve information, assign permissions, reset passwords, etc.
• Work with hardware vendors over the phone to troubleshoot issues or arrange for warranty repairs.
• Learn and support new systems and applications.
• Follow KB articles, checklists, and other documentation.
• Research, evaluate, and test hardware, software products, and system solutions.
• Participate in I.T. Projects.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Occasionally assist the Hardware support team with various tasks related to deploying new equipment, inventory, inspection, testing & troubleshooting along with basic hardware maintenance and repairs as needed.
• Other duties as assigned.
• Attendance at work during normal business hours.

Knowledge & Skills Required:

• Strong knowledge of Windows 10, 11, Microsoft Office 365, including Outlook, Teams, and OneDrive.
• Familiarity with Active Directory and Azure.
• Ability to read, understand, and follow technical written processes, balanced with creative problem solving.
• Previous experience staging and deploying Windows 10 computers preferred but not required.
• Strong troubleshooting skills.
• Excels at teamwork and working with people to solve complex/advanced issues.
• Ability to multi-task, prioritize and work efficiently.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Additional preferred skillsets or areas of experience include: InTune, Automation, Security, Coding, & PowerShell

Cumming Group is committed to providing Equal Employment Opportunity in its personnel policies and practices. It is Cumming Group’s policy to recruit, hire, train and promote Team Members and applicants for employment without regard to race, color, creed, religion, age, sex, marital status, registered domestic partner status, genetic information, sexual preference, sexual orientation, gender (including gender expression and gender identity), pregnancy (including childbirth or related medical conditions, including breastfeeding), military service, national origin, ancestry, citizenship, physical disability, mental disability, veteran status or any other protected classification under federal, state, or local law. All such decisions are based on (1) individual merit, qualifications, and competence as they relate to the particular position, and (2) promotion of the principle of equal employment opportunity.

All other terms and conditions of employment, such as compensation, benefits, transfers, layoff, return from layoff, training, education, and social and recreational programs, are administered without regard to the characteristics described above. To this end, Cumming Group complies with all provisions of Title VII of the Civil Rights Act of 1964 as amended, all of the rules, regulations and relevant orders of the Secretary of Labor, and all similar state and local laws.

In addition to base salary, Cumming Group offers a comprehensive benefits package including:

• Medical
• Dental Insurance
• Vision Insurance
• 401(k)
• 401(k) Matching
• Paid Time Off
• Paid Holidays
• Short and long-term disability
• Employee Assistance Program