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NBBJ Digital seeks a Lead Technician in Seattle, WA to manage our technical services support teams and operations. The Lead Technician will ensure service level agreements (SLAs) are met, software deployments are carried out smoothly, technical support is provided, and NBBJ staff are trained in technology.
The Lead Technician will also be responsible for developing a next-generation user experience within the Atlassian Suite for our globally distributed teams. Delivering a comprehensive technology training program firm wide and collaborating with our other specialty teams, including BIM, Design Computation, and others.
The ideal candidate for this role is highly collaborative, has excellent communication skills, has a drive for analytics and performance metrics, and has strong project and time management experience. The Lead Technician must be able to work in a fast-paced, collaborative environment. When hired, the Lead Technician will report to the Operations Manager. NBBJ will fund ITIL certification for the successful candidate.
In addition to the responsibilities of a Senior Technician (details below), the Lead Technician will:
Act as a point of escalation between the Service's team and other Digital teams, such as Delivery, Development, Cybersecurity, Audio Visual, and Infrastructure.
Create industry-leading SLAs among the team to drive performance and improve customer experience.
Coordinate communications with Infrastructure, Delivery, Development, and Security Teams, including firm-wide notifications and training.
Hold regular team meetings and invite others as needed.
Facilitate developing and documenting best practices and procedures for the Service Desk.
Evolve the Atlassian suite to advance the team's capabilities, including Knowledge Base, Automation, Canned Responses, and more as the suite develops.
Identify training opportunities at the team and individual levels and provide mentoring to foster career growth for the team.
Senior Technician Responsibilities:
Provide exceptional IT support to internal and external customers, across geographic locations ensuring an overall high level of customer satisfaction on an ongoing basis
Take ownership of more complex issues and drive for resolution/completion; investigate the root cause and implement improvements to reduce future occurrences.
Manage technical escalation of issues within the team, with other Digital specialties and with external vendors
Ensure service levels for customers are met, identify opportunities for improvements and implement after review and planning
Test, configure, install, and manage and repair of all IT related equipment (Hardware and Software)
Use Atlassian suite (JIRA) to create and update incident records
Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA's
Must be able to participate in rotating, off-hours support schedule
Provide on-site support outside of normal working hours as required
Provide user training of NBBJ approved applications and services through direct one on one engagements and office workshops
Ensure internal customers are kept up to date regarding the status of any outstanding issues they have opened with the IT service desk or any other NBBJ IT team members
Deliver technology user training through direct one on one engagements and office workshops.
Communicate status of problems to customers, as per service level agreements
Follow high severity notification procedures for all severity 1 and 2 problems
Perform preventative maintenance to ensure all equipment is maintained to a high standard
Set up video meetings for customers (Teams / Zoom) and assist with in-person meeting set ups
Willing and able to support multiple end-user platforms: Windows 10, macOS, iOS, Android, Microsoft Office 365
The annual base pay range for this role is anticipated to be between $90,000 and $105,000. Actual compensation for successful candidates will be carefully determined based on a number of factors, including their skills, qualifications and experience.
NBBJ is an Equal Opportunity Employer. M/F Disabled and Vet EEO/AA Employer.
