IT Support Specialist (Hybrid)

Come join one of our brands as an IT Support Specialist!

• Hybrid in Dallas, TX
  
  

Bluebeam (a sister company of GoCanvas) is part of the Nemetschek Group which is a forerunner of digital transformation in the AEC/O industry with 13 brands under one roof, each focusing on innovative solutions across the entire life cycle of construction and infrastructure projects. With intelligent software solutions, we lead our customers into the future of digitalization.

Bluebeam pushes the boundaries of innovation, developing smart, simple project efficiency and collaboration solutions for design and construction professionals worldwide. At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected, and safe, and improve the lives of design and construction professionals everywhere.

Position Overview: The IT Support Specialist provides single point of contact support for end users to receive assistance and maintenance within the organization's desktop and telecommunications environment. This includes installing, diagnosing, repairing, maintaining, and troubleshooting all hardware/software applications and equipment (including, but not limited to, PC/Mac systems, mobile devices, printers/scanners, a/v services) to ensure an optimal working environment. The IT Service Desk Specialist also troubleshoots technical issues in a timely and accurate fashion, and provides end-user assistance where required, in-person and remote.

Your Most Important Initiatives:

• Incident Management: Handle and resolve user issues promptly
• SLA Adherence: Ensure timely responses and meet service level agreements (SLAs)
• Ticketing System: Resolve complex support requests using a ticketing system
• User Support: Deliver friendly, knowledgeable, and reliable user assistance
• Global Support: Provide support to staff worldwide, addressing hardware and system-related issues
• Knowledge Management: Ensuring all user guides, frequently asked questions and process documents are of a high standard and provide quality information to our users and team members
• Collaboration: Ensuring all employees can use company issued collaboration technologies and proposing new and innovative ways to enhance productivity through collaboration
  
  

Key Result Areas:

Tickets:

• Time to assign
• Ticket data quality (category, notes, resolution, etc.)
• Ticket update quality (keeping customer updated)
• Time to close
• Resolution satisfaction survey
  
  

Assets & KPI:

• Asset logging and update quality
• Collaboration support for all employees ensuring the best possible productivity and collaboration with the supported technologies
• Staying informed with current and upcoming technologies
• Knowledge Management provides quality guides, documentation and process guidelines
• Time to assign (based on the IT staff member’s working hours)
• Standard ticket within one business hour
• Critical ticket within 15 business minutes
• Closure speed based on Category & Criticality SLA
  
  

What You Bring:

• Experience working in a Tier 1 Technical Support or Helpdesk Support role
• Solid technical background with proven problem solving abilities
• Familiarity with ITIL- based service support processes
• Strong communication skills to interact effectively with global users
• Relevant degree orcertification in IT or related field is a bonus
  
  

What We Bring:

• People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – Nemetschek
• Competitive compensation and benefits package
• 100% paid medical premiums for employees, 80% paid for dependents
• Fully vested 401K right from the day you start
• Generous PTO, including sick/mental health & volunteer days
• Free & unlimited access to BetterUp Care, a well-being platform
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
• Opportunity for continuous professional development
• Free & unlimited access to LinkedIn Learning
• Up to $5K annual education reimbursement (after 1 year tenure)

Below is our DEIBA (Diversity, Equity, Inclusion, Belonging, and Accessibility) mission statement:

Bluebeam is committed to building an inclusive environment in which everyone, regardless of background, has an opportunity to experience a deep sense of belonging. Each of our unique perspectives amplifies our collective power, and by encouraging diverse perspectives in an environment infused with mutual respect, we arrive at better solutions. And when we bring the best version of ourselves to work, we can make our best contributions to the global community of people who build our world.

Bluebeam is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. The expected compensation range for this position is about $65k-80k USD annually. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.

This role is a opportunity.

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