Service Delivery Specialist - IT Support - Leeding Builders Group

Job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us. Job Description This is a key role within Leeding Builders Group (“LBG”) responsible for the day-to-day running of IT services for the business in New York City. The IT Service Delivery Specialist will ensure that IT services, systems, software, and hardware across multiple sites, including a primary office in Midtown Manhattan and multiple New York City project sites, are delivered in line with the expectations of our business. The role works closely with the various functional teams within the broader IT organization. The role is expected to have knowledge and experience to act as a ‘trusted’ partner to the LBG business and the broader AECOM organization. Works to provide technical support and guidance to the business ensuring all personal computers, networked systems and telecommunication systems are functional. Applies basic knowledge of functional processes and business support to solve typical functional business support issues with minimal direction. Specific responsibilities include but are not limited to the following: Develop knowledge/understanding of the company, its business, structure, products/services, operations and terminology. Demonstrate clear commitment to customer service, able to communicate effectively with employees by telephone and in-person and provide information about products and services, escalating where appropriate. Systems installation/decommissioning – install/remove/support hardware and/or software, and associated connections. Plan, evaluate and propose improvements to desktop systems and provide extended support as and when required. Application support - assist in the investigation and resolution of issues relating to applications. Assist local network installation projects. Support project site networks, including internet connections, wireless access points, switches, and network cabling. Troubleshoot network connectivity issues, including cables, patch panels, and network equipment. Assist network server support and maintenance procedures. Assist in local project implementation, such as technology refresh and rollouts and project work. Procure and set-up equipment for new employees prior to employee start date. Maintain an inventory of the company’s IT assets (e.g., laptops, monitors, printers, etc.). Maintain an inventory of software licenses and participate in license renewal activities. Executes office moves from an IT standpoint including coordination with other AECOM parties. Identify equipment requiring replacement due to end-of-life, damage, or other factors and manages the replacement process, including coordination with in-house procurement teams and/or the manufacturer’s warranty department. Proactively engage, establish and build relationships with the key stakeholders within AECOM IT. Work closely with AECOM IT teams to communicate technical issues, business needs, and proposed solutions to help resolve problems efficiently. Place orders for IT equipment necessary to support business and project site operations. Ensure main office and project site office conference room audio visual capacities are in good working order and troubleshoots as necessary; technologies include, but are not limited to, Microsoft Teams Rooms and Creston Flex devices. Assist with the setup, support, and troubleshooting of project site technologies, including security cameras and other network-connected devices. Identify opportunities to improve service delivery processes to ensure productivity and quality is maximized. Manage incident escalations, managing customer expectations and ensuring swift resolution. Identify opportunities for automation of repetitive tasks to improve performance, quality and consistency. Create knowledge documentation for end users. Maintain awareness of opportunities provided by new technology to address challenges or to enable new ways of working. Maintain Canon uniFLOW system for secure print workflows. Establish consistent IT equipment standards for project sites. Periodically audit and, with approval, modify folder security permissions. Follow cybersecurity procedures when handling malware incidents, infected devices, and external media such as USB drives. Qualifications Minimum Requirements: BA/BS Business, Computer Science or similar curriculum and 4 years of relevant experience or demonstrated equivalency of experience and/or education. Preferred Qualifications: Technology breadth, experience in IT desktop/remote support solutions and end-user computing at enterprise level Experience (advanced level) with Windows 11 Enterprise, Microsoft 365 (formerly Microsoft Office), SharePoint, Teams, OneDrive, Exchange Experience with Adobe and Bluebeam Revu software PC hardware faultfinding, repair and maintenance Basic knowledge of networking concepts such as VLANs, routing, QoS, wireless networking, switching, and connectivity troubleshooting Active Directory (advanced understanding to be able to escalate properly) Proven excellent customer service skills. Outstanding written and verbal communication skills with the ability to present both technical and non-technical information to technical and non-technical audiences. Experience in IT Service Delivery processes and procedures. Capability to undertake project management of small projects or elements of larger projects. Demonstrate an analytical and systematic approach to problem solving large or complex problems. Be able to work on own initiative Ability to effectively handle stress, pressures, and challenges Fluent in English Additional Information This position does not include sponsorship for United States work authorization now or in the future. Qualified applicants who are offered a position must pass a pre-employment substance abuse test. This position is on-site in mid-town Manhattan and is not hybrid nor remote. At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment. About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options , well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.