Pbk
PBK is a multi-disciplinary design firm providing architecture, engineering, and planning services.
IT Support Analyst I
Provide technical support for desktops, apps, and peripherals, handling advanced issues.
Job Highlights
About the Role
This position assists staff with technical support of desktop computers, applications, and related technology. Activities include recognition, research, isolation, resolution, and follow‑up for both hardware and software issues, as well as general maintenance, troubleshooting, and repairs to computer systems and peripherals. The role is performed with little supervision and requires independent analysis, communication, and problem solving. Key responsibilities include configuring, deploying, and troubleshooting Windows 11 workstations, diagnosing complex hardware problems, and installing PBK‑approved applications, plugins, and toolsets. The analyst monitors and resolves issues through event logs and the INC RMM toolset, provides escalated support for all Level 1 escalations, and handles onboarding and off‑boarding of users and workstations according to PBK policies. Additional duties involve communicating technical information clearly to non‑technical users, mentoring Level 1 analysts, staying current with industry trends, adhering to company policies and best practices, and maintaining a clean, organized IT environment. The analyst also assists with developing IT policies, escalates unresolved issues to Tier 3 support, and maintains advanced knowledge of PBK telephones, desktops, laptops, peripherals, printers, network drives, and IT toolsets such as RMM and ticketing systems. • Configure, deploy, and troubleshoot Windows 11 workstations. • Diagnose and resolve complex hardware issues. • Install and support PBK‑approved applications, plugins, and toolsets. • Provide second‑level support and mentor Level 1 analysts. • Use remote tools, RMM, and ticketing system for issue resolution and documentation. • Handle onboarding and off‑boarding of users and workstations per PBK policies. • Perform root‑cause analysis and develop solutions for recurring problems. • Complete service‑desk tickets with thorough, real‑time documentation.
Key Responsibilities
- ▸workstation deployment
- ▸hardware troubleshooting
- ▸application installation
- ▸remote support
- ▸user onboarding
- ▸tier‑2 support
What You Bring
The ideal candidate holds a Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience) and has 2–3 years of IT support experience. Responsibilities include providing second‑level technical support for hardware, software, and network issues, collaborating with Level 1 analysts, using remote support tools, performing root‑cause analysis, and documenting all interactions in the ticketing system. Required certifications include CompTIA A+ and preferably Microsoft Exam MD102 (Endpoint Administrator) and Microsoft 365 Certified: Fundamentals. The role expects completion of at least one professional certification per calendar year, solid understanding of Windows operating systems and Microsoft Office, and familiarity with architecture applications such as AutoCAD, Revit, SketchUp, Lumion, and Adobe products. • Maintain knowledge of PBK telephones, desktops, laptops, peripherals, and Microsoft 365 (Azure AD, Intune, Autopilot). • Achieve at least one professional certification annually. • Meet qualifications: 2–3 years IT support experience; CompTIA A+; Bachelor’s degree preferred. • Demonstrate strong problem‑solving, communication, and teamwork skills.
Requirements
- ▸comptia a+
- ▸microsoft 365
- ▸autocad
- ▸2‑3 yrs
- ▸bachelor’s
- ▸problem solving
Benefits
PBK fosters an entrepreneurial culture where architects, engineers, and thought leaders collaborate to shape the future. The company encourages professional growth, work‑life balance, and flexibility, offering alternative work schedules, hybrid and remote options, and a “dress for your day” policy. Benefits include monthly happy hours, team outings, additional PTO around Christmas and New Year’s, birthday off, community involvement opportunities, paid parental leave, employee healthcare premium coverage, 401(k) program, Costco/Sam’s Club membership, $4,000 license bonus, dynamic advancement paths, online licensure exam prep library, varied project types, and weekly continuing‑education lunch‑and‑learn sessions. • Enjoy flexible hybrid schedule, paid parental leave, healthcare premium coverage, 401(k), and professional development resources.
Work Environment
Office Full-Time