Information Technology Support Technician

Overview

Carollo Engineers is a leading engineering firm dedicated exclusively to water. For over 90 years, we've specialized in the planning, design, and construction of water, wastewater, stormwater, and reuse facilities, bringing innovative and sustainable solutions to the water sector's most complex challenges. We work with water agencies, municipalities, utilities, research organizations, and private companies across various industries, including technology, manufacturing, and beyond.

These clients choose Carollo because we employ some of the most knowledgeable and experienced professionals in the world. When you join our team, you'll work alongside industry leaders who are advancing the science of water, protecting public health, and building resilient communities. Carollo's vision is to be the best water consulting firm and the best place for you to build your career.

If you're passionate about making a difference in this critical field, we invite you to explore a career with Carollo.

The IT Support Technician will be providing both hands‑on and remote technical support for end‑user desktop compute devices to all Carollo employees, supporting a variety of technical issues including hardware/software/application/tools support, break/fix for hardware, laptops, tablets and other devices, printers/scanners/copiers/plotters, support network connectivity, AD, LAN/WAN, TCP/IP, wireless and remote access VPN, MS Office Suite support. This person will have excellent end‑user (customer) support and service skills and be committed to follow‑through and resolution, performing diagnostics, taking corrective actions for hardware, software, and peripheral equipment, as necessary.

The IT Support Technician is skilled at identifying network issues/errors, resolving them, or escalating as appropriate. The individual maintains a professional, healthy relationship with all fellow team members and management and demonstrates awareness of support issues/needs as they apply on a company‑wide and business basis. This person is adept in creating/maintaining documentation to support, enforce standards, policies, and processes.

• Support and service end‑user desktop and laptop computer requests, IT related issues/problems in a responsive, customer service‑oriented manner. Configure, install, setup computer desktop hardware, software, application, and tools including management and maintenance; monitor backup jobs and ensure a high level of completion success rate.
• Manage ticketing system queue and resolve in a timely manner.
• Provide input and recommendations for the acquisition, deployment, adoption, usage, operations, maintenance and management of desktop hardware and software technologies & tools.
• Develop and monitor performance levels of software and hardware; evaluate, recommend, and propose alternative methods of information processing; develop and maintain information architectures (data, application, network) ensuring applications and systems are online and available.
• Installation, troubleshooting and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train end‑user on IT related equipment and software/tools.
• Provides expert and creative solutions to end‑user desktop hardware, software challenges;
  Research, resolve and respond to inquiries based on processes, policies, and standards; escalates issues as required.
• Responsible for acquiring, maintaining, and expanding knowledge of relevant products, current support policies, and methods of support delivery, to provide technically accurate solutions to users; attend training as applicable.
• Manage, lead, own and/or participate in IT projects and tasks as outlined by management.
• Travel to other Carollo offices to provide support (up to 25% of time), Regional IT Desktop end‑user support for other locations.

• Advanced knowledge of PC hardware/software principles and operating systems such as Windows 11. Experience with Mac OS a plus.
• Experience in the use and support of productivity software such as Microsoft Office 365 a plus.
• Foundation knowledge and skills to support Microsoft Outlook in…