User Support Analyst II

SOM, one of the most influential design firms in the world, is seeking innovative,

At SOM, we are a collective committed to shaping a better future for our clients, communities and planet. We aspire to create the most sustainable, impactful work through creative, interdisciplinary teams with all the resources and diversity of a global firm. We value those who are passionate about excellence, innovation, integrity, inclusivity, and collaboration. Together we can achieve great things.

Success at SOM Means

• Ideas: Our highest aspirations go beyond known solutions and models. We are constantly innovating and attempting to bring new approaches, solutions and processes to our work.

• Knowledge: We are not expected to know everything, but rather to passionately pursue answers. It is vital that we listen intently and are proactive about learning, integrating new skills and deepening our knowledge.

• Deliverables: We strive for excellence in the concept, quality, and delivery of our work.

• Individual: We believe in the individual and the wealth of attributes, skills, and knowledge that a person can develop and contribute.

• Team: Our design ethos is founded on the principle of interdisciplinary integration. We foster a positive team culture in which everyone collaborates openly towards common goals. We proactively reconcile the goals and priorities of SOM and clients while fostering opportunities for design and technical excellence in alignment with the firm’s ethos.

• Firm: We believe in a meritocracy of ideas. We are a collective that looks to everyone to actively contribute to the design discourse in the office.

Position Responsibilities

• Provides Tier 1 and 2 end user support to the local/regional offices, including remote workers; occasional before/after hours assistance as required.

• Assists the IT Supervisor with overseeing the daily operational activities of the Service Desk, including monitoring Service Desk request queues (tickets, emails, Slack channels, etc), and ensure requests are appropriately accepted, logged, and promptly responded to.

• Ensures that all issues and requests are well documented in the Service Desk ticketing system from the creation of the ticket to successful resolution.

• Researches effective and efficient ways to resolve problems; solution focused.

• Identifies, researches, and resolves complex technical problems; escalating as required to ensure tickets are completed within Service Level Agreements, minimizing and avoiding breached and pending tickets.

• Demonstrates sensitivity, diplomacy, and influence in dealing with all levels of the firm; actively appreciates the diverse capabilities, insights, and ideas of others, working respectfully with individuals of diverse backgrounds, styles, and abilities.

• Reliable and responsible, able to respond quickly to emergencies, seeing problems through to resolution; take the term “customer service” to heart.

• Stays current with firm policies and procedures and maintains professional and technical knowledge, including industry best practices; maintains an understanding of SOM products and their interrelationship technically and to the customer.

• Ability to work indepentently and proactively with remote supervision

• Other tasks and responsibilities as required.

Minimum Qualifications

• BS in related field; 3 - 5 years of experience working within an OT support organization; experience in the AEC industry desired.

• Demonstrated experience with ServiceNow IT Service Management platform, or similar Service Desk request management platforms.

• Demonstrated experience deploying and supporting MS Windows and Mac OS devices in a Windows environment; experience working in Cloud environments desired.

• Demonstrated experience deploying and managing Mac iOS and Android enterprise smartphone devices, including managing provider relations.

• Demonstrated experience using system and endpoint management tools such as Quest ActiveRoles (Active Directory Administration), Microsoft SCCM (Windows Imaging/Management and Software Deployment) and JAMF (Mac OS Device Management

• Demonstrated experience administering, supporting and using:

  • Email/calendaring platforms such as Google gMail/gCal and MS Outlook/Exchange

  • Business applications such as Google Docs/Sheets/Slides/Forms, Microsoft Office, and Adobe Creative Suite.

  • Productivity platforms such as Google Workspace; experience creating/managing Google Groups and Room Resources is desirable.

  • File collaboration platforms such as Google Shared Drives and MS Sharepoint.

  • Messaging platforms such as Slack

  • Cloud hosted VoIP phone platforms such as Zoom Phone

  • AV Conferencing infrastructure and web conferencing platforms such as Zoom, WebEx, MS Teams; experience with Zoom Rooms and room control systems such as Crestron is desired.

• Demonstrated experience supporting architectural software such as Revit, AutoCAD, 3ds Max, Rhino, Enscape, V-Ray, Corona, and Bluebeam is desired.

• Excellent oral and written communications skills.

• Microsoft, AWS, Google certification a plus.

For more about SOM: www.som.com