Help Desk Technician - SAM, LLC

For over thirty years, SAM has built a reputation as a trusted, knowledgeable, and innovative partner. Our licensed professionals transform petabytes of complex spatial data into intelligent insights in a holistic Managed Geospatial Services™ (MGS™) framework. As North America's premiere MGS™ company, SAM provides practical, precise, and high-fidelity solutions designed to enhance decision-making, mitigate risks, achieve strategic objectives, and drive costs out of our client's business. Our vision is to advance spatial data acquisition, improve analysis capabilities, and develop predictive analytics to redefine and transform how infrastructure assets are developed and managed throughout their lifecycles.

The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.

• Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary
  • Install and troubleshoot
  • Printers, plotters, copiers and scanners
  • Cellular phones (iPhone, Android)
  • Desktops, Laptops and tablet computers
  • Network connectivity
  • Projectors and other audio/video equipment
  • Virtual meeting applications/equipment
  • Windows based applications
• Ability to manage provisioning/deprovisioning of user accounts
• Utilize inventory of on hand spare equipment for quick user turnaround
• Basic training\walk through customers on Windows and Office functions
• Follow-up and keep assigned tickets updated with current comments and status
• Identify and suggest possible improvements on procedures
• Cover after hours in an on-call rotation and triage escalations to support teams
• Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility
• Perform other tasks as assigned to help accomplish the Company’s strategic goals

• High school diploma or equivalent or Bachelor’s Degree in Information Systems, Business, Communications or related field
• 1 to 2 years’ experience working on a help desk team in a multi-office environment.
  • Experience with the following technologies:
    • Windows Desktop Operating System
    • Computer Hardware
    • Microsoft Office
    • Various other industry applications
    • Cellular provisioning
    • VOIP systems
    • Network connectivity
    • Printers, plotters, copiers and scanners
    • User provisioning and deprovisioning processes
    • Projectors and other audio/video equipment
    • Understanding of computer imaging
    • Troubleshooting computer performance
• A+ preferred
• ITIL foundations certification preferred
• Any other technology certifications a plus

• Health and Wellness Benefits: BlueCross BlueShield health insurance coverage begins the month after your hire date, Free Vision + Dental plans for employees, company-paid premiums for Long-term disability/Life Insurance (with HSA + FSA plans), SAM Cares program focused on holistic well-being
• Financial Benefits: Employee Referral Rewards Program of $1K, $2,500 or $5K, Access to Ramsey Smart Dollar to support financial goals and retire with confidence, Fidelity retirement plans with a 5% company match, tuition reimbursement, optional cellphone stipend
• Work-Life Balance: Flexible hybrid work schedules for office positions, paid time off including vacation/sick/holidays, parental leave to support families
• Professional Development: Customized career development plan for licensing and certifications, Project Manager Business Academy, CAD Training Program, Individual Development Plans/Career Check-Ins, SAM WINS - our initiative for women-focused leadership and development, Milestone Anniversary Recognition, SAMbassador mentorship program
• Perks and Discounts: Access to “Perks at Work” for discounts on wellness + travel + leisure and everyday purchases, company-sponsored events, free office snacks
• Culture and Awards/Achievements: SAM Named 2023 Top Workplace USA for Second Consecutive Year ; 2023 SAM Ranks No. 88 on ENR Top 500 Design Firms

EEO

SAM is an EOE/Affirmative Action Employer M/F/D/V.  SAM also participates in the federal E-Verify Program.