IT Support Specialist

Company Description

Job Description

We're looking for an IT Support Specialist to provide world-class service to our colleagues across all Procore locations. In this role, you'll drive employee productivity by equipping and supporting our company's technology and IT Operations. As an integral member of the IT team, you'll resolve issues, answer questions, provide laptop support, provision new computers, and assist with company-wide IT initiatives.

Successful candidates are eager to learn, share knowledge, self-manage, and execute our incident handling processes to keep our IT services running optimally for our users. Robust technical, analytical, and troubleshooting skills are required to thrive in our hyper-growth SaaS environment.

This position reports into our IT support manager and will be based in our New Orleans, LA office. We're looking for someone to join us immediately.

What you'll do:

• Understand all aspects of end-user support and technical/functional capabilities
• Manage tasks and projects in a fast-paced operations environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
• Manage own queue of tickets according to SLAs and agreed-on procedures
• Perform tasks related to the day-to-day operations of several large implemented enterprise business systems, including operation, training, troubleshooting, diagnosing, and supporting these systems (Google Workplace, Windows, Mac OS, Slack, etc.)
• Supports office events by providing and supporting technical solutions
• Actively transfer knowledge throughout the organization, participating in knowledge-sharing projects to develop best practices, conducting technology/application deep-dive sessions, and mentoring junior staff and new hires
• Fully support compliance requirements such as MDM enrollments, physical hardware handling procedures, and ensuring work is documented by tickets
• Continuously strive to improve our service offering for end users, assisting with improvement and education in a specialized focus area that shifts quarterly
• Increase personal technical knowledge through development time, focusing on system features and identifying opportunities to add value to the business

What we're looking for:

• 3+ years experience in an IT support role
• Experience with managing incidents, requests, and problems according to an ITIL/ITSM framework
• Demonstrated experience supporting devices and peripherals running on Windows, OSX, Android, and iOS
• Hands-on experience with IT systems such as Active Directory, Okta, Google Workspace, Zoom, Slack, and related technologies with an understanding of computer networks (LAN/WAN/wireless/VPN)
• Strong customer service attitude and a genuine desire to help others
• Ability to collaborate cross-departmentally to help identify trends and areas of potential improvement in IT services offered to the business
• Strong attention to detail and a high degree of self-motivation and task management skills
• AssoAssociate'sBachBachelor'sree in Computer Science, MIS, IT, or related discipline or equivalent experience
• Must be able to lift at least 25 lbs and read a 24" monitor at a resolution of 1920x1080

Qualifications

Additional Information

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About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

Perks & Benefits

You are a person with dreams, goals, and ambitions-both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.