IT Support Specialist

EMBE Consulting Engineers is a full-service mechanical and electrical firm. We are a team of driven professionals who are continuously evolving to accommodate the high paced needs of the construction industry, while keeping up with the latest trends and innovations in sustainable building design.

Why EMBE?

EMBE believes that providing a collaborative solution does more than just deliver exceptional engineering. It brings people together so that our work helps build communities around us.

EMBE strives to be different, we challenge the ordinary and thrive on the extraordinary. We love to be challenged, and we will always rise to the occasion when our clients need us most. We continue to build a reputation for finding unique solutions that exceed our clients’ expectations.  We are driven to serve our clients and our collaborators as we work together to make our community better.

The Role

Embe Consulting is looking for an experienced IT Support Specialist to join our amazing IT Operations team. In this role, you will play a key role in ensuring the seamless operation of our technical infrastructure and providing exceptional support to our end-users, thereby contributing to the overall efficiency and productivity of Embe.

The Support Specialist will be responsible for providing technical support, overseeing Help Desk staff, managing escalations, collaborating with various teams on projects, and ensuring adherence to security policies and best practices. This role requires expertise in PC and MAC systems, EDR, Patch Management, Endpoint Incident Response, MDM, and other relevant technologies.

Requirements

What You’ll Do

• Handle escalations from Help Desk staff and resolve complex technical issues in a timely manner.
• Demonstrates a customer orientation; strength in analytical, math, and reasoning skills.
• Ensure adherence to security best practices and policies across the team.
• Provide technical support to end-users, including troubleshooting hardware and software issues on PC and MAC platforms.
• Work to improve our procurement and asset management practices for hardware and software.
• Act as an escalation point for the broader IT Operations team for user productivity issues.
• Manage Help Desk tickets, establish SLAs, and report on adherence to SLAs and other metrics.
• Collaborate with System Admins/Engineers and Security to address technical challenges and implement solutions.
• Work with the broader IT team to provide training, documentation, and learning opportunities.

Knowledge & Skills

• Experienced providing technical support to users in remote and in-office environments.
• Deep expertise with modern cloud productivity solutions: Google Workspace, Zendesk, Slack, JIRA, Confluence. You have advanced knowledge of how to get the most out of these applications.
• Experience managing saas application suites at scale. You have been involved in procurement & management of saas applications.
• Experience with computer asset management and inventory practices.
• Experience running technical trainings for user groups, including onboarding for new users.
• Possesses proficiency in MS Office applications.
• Strong with Mac and Windows systems internals, including user troubleshooting.

Education & Experience

• Bachelor’s degree in information systems is preferred.
• Must have 1 year IT experience.
• Basic certification in A+ and Microsoft desktop product support is preferred.

Benefits

Compensation and Perks:

The salary range for this role is $60,000-$120,000. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. Other benefits include;

• Healthcare, Dental, Vision, Life Insurance, Flexible Spending Account, Health Savings Account, 401K Matching, and Commuter Benefits
• PTO (Paid-time-off), paid sick days and paid holidays
• Evolve in a nice working atmosphere with a passionate, growing team!