IT Field Engineer

This is an on-site position responsible for providing superior customer service and quality technical support for internal employees and external collaborative business partners. The ITFE will work as a part of a team to support employees located at large construction jobsites in Richmond, VA. 

Responsibilities 

• Interacts in-person, via telephone, email, IM, and web interface to assist users across assigned project sites. 

• Analyzes, prioritizes, troubleshoots, and resolves technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs. 

• Installs and maintains software/equipment/networks at assigned jobsites.  

• Responsible for creation, tracking, and resolving incidents and tasks in SolarWinds/Samanage. 

• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at assigned jobsites.  

• Responsible for maintaining company security through established tools. 

• Responsible for implementing rollouts for company technology that may impact assigned jobsites. 

• Follows ITIL processes for incident and problem management. 

• Provides IT training during onboarding and provisions assets following established best practices. 

• Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization. 

• Takes initiative to work with other cross-functional IT team members to improve the quality of service. 

• Remains current on information technology, especially mobility solutions for business needs. 

• Works with jobsite teams to design and implement infrastructure according to company standards. 

• Liaison with project team members to plan for jobsite IT needs during project lifecycles. 

• Determines, recommends, procures, and executes products or services that best fit the requesters needs, within DPR large project standards. 

• Implements and follows large project jobsite standardization practices. 

• Works with service providers and trade partners to install and implement jobsite technologies. 

• Responsible for mobilization and demobilization of IT equipment at field offices and other remote areas across project sites 

• Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved, including communication and root cause analysis. 

• Flexibility to identify, obtain approval, and self-schedule afterhours or weekend work when needed. 

• Troubleshoots various technical issues as level 1, level 2, or level 3 support. 

• Coordinate and track IT project deadlines and tasks. 

Position Requirements 

Skills 

• Excellent organizational, interpersonal, time-management skills 

• Technically skilled in networking Cisco Meraki hardware (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP, FTP/SFTP, HTTPS) 

• Able to support video conferencing and scheduling hardware/software 

• Experience supporting Dell/Lenovo/Microsoft workstations and peripherals 

• Able to support Mobile devices (iOS/Android) 

• Skilled in Microsoft Office 365 and supporting diverse applications 

• Ability to react quickly and efficiently to high pressure situations 

• Expert in troubleshooting and root cause analysis 

• Team player, accepts & seeks feedback 

• Perform quality work within deadlines with or without direct supervision 

• Interact professionally with other employees, customers, and suppliers 

• Work effectively as a team contributor on all assignments 

• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations 

• Experience with Monday.com project tracking a plus 

• Experience with Meraki a plus 

• Experience with Microsoft Teams a plus 

• Experience with Poly VC / VOIP a plus 

• Experience with Microsoft Intune a plus 

• Experience with Microsoft Autopilot a plus. 

• Experience with fiber optic technology 

• Experience with low voltage 

Education 

• AA degree in Computer Science or related field preferred, or equivalent related work experience 

• ITIL Foundation certification preferred 

• CompTIA A+ and Network+ preferred 

• CCNA or MCSA certifications a plus 

• ECMS (Meraki) a plus 

Experience 

• 3+ years experience in Technical Support role 

• 1+ year experience in a Field Support role 

• AEC industry experience a plus 

Work Conditions 

• On-site position. No remote or hybrid option. 

• Primarily based in Richmond at local construction sites. 

• PPE may be required (DPR provided) 

• Dusty conditions exist as a natural part of the job site. 

• This position is hourly. Overtime by approval only. 

• 40 hours a week 

• Ability to lift 50 lbs.