IT Support Specialist

Ware Malcomb has an exciting opportunity for an IT Support Specialist in our Monterrey office

The IT Support Specialist is responsible for supporting our end users in the Mexico offices, and other locations as assigned by IT leadership. This help desk role has the primary responsibility of troubleshooting and/or triaging tickets from team members in the region. The IT Support Specialist configures, maintains, and supports end user laptops and workstations, along with relevant office and production software.

**IT Support Specialist Responsibilities**:

- Serve as the primary IT support contact for the assigned region.
- Work hours are 8:00 AM - 5:00 PM CST
- Provide excellent customer service through effective communication and active engagement.
- Resolve IT requests within established Service Level Agreements (SLA).
- As needed, escalate IT issues to the appropriate resources within the IT Team and outside partners.
- Manage own help desk system queue to ensure timely response and resolution times, and document resolutions accurately.
- Assist other team members to help balance the IT workload.
- Develop and maintain a close working relationship with the IT team and end users.
- Effective assignment and recovery of IT assets in the assigned region.
- Maintain accurate inventory of all hardware and software.
- Anticipate the unique needs of each office by engaging with its local representatives.
- Be continuously alert and responsive to the ever-evolving needs of the staff in the region.
- Complete assignments as assigned by the IT Manager, Associate Principal of IT or Ware Malcomb leadership.
- Participate in after-hours work.
- Travel to various work sites, as needed.

**IT Support Specialist Qualifications**:

- Bachelor’s degree or equivalent combination of technical training/work experience
- Minimum of two (2) years of support experience with the following:

- Windows 10, Active Directory, Office 365, MS Office, PC imaging, software updates
- Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint
- Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices
- Troubleshooting hardware, software, network, printing and telecom issues
- Analytical, critical and deductive reasoning required to troubleshoot user issues.
- Effective communication of technical information to a less technical audience.
- Clear, concise, professional and thorough oral and written communication skills.
- Ability to multi-task, follow processes and procedures and take direction positively.
- Ability to speak, understand and write in English is required.

Established in 1972, Ware Malcomb is a contemporary and expanding full service design firm providing professional architecture, planning, interior design, civil engineering, branding and building measurement services to corporate, commercial/residential developer and public/institutional clients throughout the world.

With office locations throughout the United States, Canada, Mexico and Brazil, the firm specializes in the design of commercial office, corporate, industrial, science & technology, healthcare, retail, auto, public/institutional facilities and renovation projects.

Ware Malcomb offers the best of both worlds - a small-office, supportive and nurturing work environment with large company resources and support - providing an amazing opportunity for professional growth. Ware Malcomb offers a wellness-focused company culture, competitive salary and overall benefits package.

**Ware Malcomb is recognized as an Inc. 5000 fastest-growing private company and a Hot Firm and Best Firm to Work For by Zweig Group