Thornton Tomasetti provides engineering design, investigation and analysis services to clients worldwide on projects of every size and level of complexity. We are a growing 1500+ person firm with 10 practices: Structural Engineering, Forensics, Applied Science, Renewal, Resilience, Construction Engineering, Protective Design and Security, Facade Engineering, Sustainability and Transportation. We work on everything from landmark buildings to small-scale specialty structures, from the historic to the high performing, while balancing multiple objectives, including form, function, schedule, sustainability, constructability and budget. TALENT is at the core of our business. The Senior IT Support Technician role provides second-level IT/technical support to end users at Thornton Tomasetti, as part of the Global IT Service Delivery Team. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required. For IT Professionals who like to take initiative, collaborate with a great team, and accomplish things you can be proud of, this is an unusually good place to work. We are big enough to have interesting problems and fast moving technology, but not so big that we are bureaucratic or inhumane. Responsibilities * Provide second-level technical support of incoming requests to the via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. * Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. * Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. * Record and manage equipment sent to repair depots for equipment under warranty or service contracts. * Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels. * Assess the need for and implement performance upgrades to end-user devices based on software technical specifications. * Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's end-user computing environment. * Where required, administer and resolve issues with associated end-user workstation networking software products. * Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. * Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. * Ensure that physical deskside connections (Ethernet connections, connectors between PCs and servers, etc.) are in proper working order. * Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports. * Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations. * Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. * If necessary, liaise with third-party support and equipment vendors. * Contribute to technician knowledgebase as needed * Reinforce SLAs to manage end-user expectations. * Provide suggestions for continual improvement. Formal Education & Certification * College diploma or university degree in the field of computer science and/or 3+ years equivalent wor To view the full job description, click here