Service Desk Technician

What We Offer:

Our excellent salary and benefits package includes medical, dental, vision, life insurance, short and long-term disability coverage, education reimbursement, 401(k), performance bonuses, and an employee stock program. Employee Resource Groups and Programs offered include the Young Professionals Group, Women at Wade Trim, The Inclusion Experience, Professional Development, Leadership Development, Rotation Program, Mentor Program, Sustainability Program, and Wellness Program.

Position Description:

We are looking for a Service Desk Technician to join our IT Team to improve infrastructure in our Taylor office. A high school diploma or equivalent is required. The candidate must have at least five years of related support experience in a Microsoft Windows environment and familiarity with personal computer hardware and software configurations. Certification in A+ and/or MCP and experience in supporting civil engineering (AutoCAD, Civil3D, ProjectWise) is a plus. The candidate must also be self-motivated, work well with others, and have excellent writing, organizational, and communication skills. A flexible hybrid-remote work schedule is available after 30 days of employment.

Typical Responsibilities include:

• Provide first-level Service Desk support for hardware, software, and connectivity issues.
• Diagnose, troubleshoot, and resolve end-user technical problems.
• Install, configure, and maintain computers, peripherals, and software.
• Support workstation deployments, refreshes, lease returns, and hardware upgrades.
• Manage user accounts, passwords, and basic access requests.
• Escalate complex issues to the appropriate IT teams and track resolution progress.
• Assist with server, network, VPN, and wireless connectivity troubleshooting.
• Provide on-site and remote support for employees across multiple locations.
• Support CADD applications, plotting systems, and engineering software tools.
• Maintain accurate ticket updates, work logs, and technical documentation.
• Create clear knowledge base articles and user-focused support documentation.
• Assist with IT projects, technology rollouts, and equipment installations.
• Support conference room, audio/visual, and collaboration technologies.
• Travel between Wade Trim offices to provide hands-on technical support.
• Follow IT security standards and promote cybersecurity best practices.
• Participate in technical training and professional development opportunities.
• Maintain a safe, organized, and professional work environment.

Education:

• A high school diploma or equivalent is required

Skills Required:

• 5 years of related experience
• Familiarity with personal computer hardware and software configurations
• A+ and/or MCP certification is a plus
• Attention to detail
• Customer Service Focus
• Documentation
• Proper follow-up skills
• Ownership of issues end to end
• Quick Learner in an emver changing environment
• Wish to grow within the IT realm