Information Systems Technician

Why DOWL?

DOWL is a top-ranked, multi-disciplined consulting firm with over 60 years of experience in civil engineering and related services. Our in-house expertise spans Civil and Land Development, Construction-Related Services, Transportation and Structures, and Water and Environmental Services. At DOWL, you’re valued. We support your growth, offer great benefits, and foster a culture of integrity, professionalism, and teamwork.

Corporate Shared Services - Information Technology team

Our IT team is the backbone of our company, keeping our technology running smoothly so everyone can do their best work. They make sure our networks, systems, and tools are reliable and secure, protect us from cyber threats, and quickly solve problems when they arise. Beyond fixing issues, IT helps us work smarter by introducing new technologies, automating processes, and making it easier to connect and collaborate. In short, they keep us connected, safe, and equipped to succeed every day!

Summary

The Information Systems Technician's role is to provide mid-range to advanced level support services for workstations and network systems. Job duties include implementation projects, independent troubleshooting on Tier I/II issues for clients, issue identification, problem resolution, solution documentation, system maintenance, and customer education. Implementation projects are performed under the direction of the IT Operations Team and require the ability to excel in a team environment. Technical support will be delivered over the telephone, via remote support tools (Teams/TeamViewer), or on-site within defined service level agreements for clients. This position will be based out of the Lake Oswego office Monday through Friday and will be expected to travel frequently to other DOWL office locations to provide support as needed. These offices include, but not limited to, Portland, Salem, Eugene, Vancouver (WA), Bellevue (WA) or other offices as needed for special assignments.

Responsibilities

Strategy & Planning

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Support development and implementation of new computer projects and new hardware installations.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
  
  

Acquisition & Deployment

• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase.
• Write technical specifications for purchase of PCs, networking hardware and related products.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  
  

Operational Management

• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Develop and maintain an inventory of all computer related hardware and software.
• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• If necessary, liaise with third-party support and PC equipment vendors.
  
  

Position Requirements

Formal Education & Certification

• 2 years desktop support experience in a professional environment required.
• Experience in an engineering environment preferred.
• Microsoft or CompTIA A certification preferred.
• Associates degree or equivalent experience in Computer Science, Engineering, or a related field required. Bachelor's degree preferred.
  
  

Knowledge & Experience

• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• In depth knowledge of Microsoft Windows 10/11 operating system required.
• Proficiency with end-support for Office Productivity applications required.
• Strong hardware and application troubleshooting skills required.
• Proficiency with common anti-malware cleanup tools and practices required.
• Experience with automated trouble ticketing systems including escalation procedures.
• Basic understanding of networking including routers, switches, firewalls, and WAN/SDWAN technologies required.
  
  

Certificates, Licenses, Registrations

• Must have a valid driver’s license and a good driving record
  
  

Personal Attributes

• Proficient use of language when giving instructions in person, over e-mail and over the telephone.
• Ability to present ideas in user-friendly language.
• Ability to work in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Prompt and dependable attendance.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
  
  

Work Conditions

• Occasional evenings or weekend hours may be required.
  
  

Physical Demands. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this position, the employee is regularly required to sit.
• The employee is required to talk and hear.
• The employee is regularly required to stand; walk and use hands to finger, handle, or feel.
• Kneeling and crawling to make repairs on computers, as well as adjusting and/or installing equipment.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this position include close vision and ability to adjust focus.