---

---

Location

Norfolk, VA | United States

---

Job description

Founded in 1941, Dragados is a primary construction arm of ACS Group, consistently ranked first overall on the Engineering News-Record (ENR) Top 250 International Contractors List. Dragados is an industry leader in delivering all types of major infrastructure projects and has a proven track record of completing some of the largest, most complex, and first-of-their kind projects in the U.S. and across the globe. In North America alone, Dragados has experience delivering more than $40 billion worth of major infrastructure projects within the last 10 years and is currently ranked #5 in transportation and #31 overall on ENR’s 2022 Top 400 Contractors list.

The Hampton Roads Connector Partners JV (HRCP) consisting of VINCI Construction, Dragados, and Flatiron has been selected to construct the $3.3BN Design Build project –the largest civil construction contract ever awarded by the Virginia Department of Transportation (VDOT).

The project scope across a 9-mile section of the I-64 will include: a new 3.5-mile bridge-tunnel crossing that will accommodate a total of 8 lanes of capacity across the water, replacement of the existing marine approach bridges and the addition of a third lane on I-64 in each direction. The twin 45 diameter 1.5-mile tunnels will be bored by TBM, creating the second largest TBM tunnel opening for a TBM in North America.

The right candidate should possess strong troubleshooting and prioritization skills and be able to analyze and resolve end-user incidents, problems, and requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level for end-users at HRCP locations.

Key Responsibilities:

• Use judgment, critical thinking, technical expertise and troubleshooting skills to diagnose end-user incidents to restore services or provide solutions.
• Effectively manage end-user support queues within IT service management tools.
• Respond and work on tickets in appropriate order to meet established SLAs effectively and consistently.
• Prepare for deployment, maintain, and control hardware and software inventory.
• Adhere and reinforce enterprise incident, problem, and knowledge management standards.
• Document actions and issues in IT Service Management tool.
• Prioritize incidents and identify problems to effectively resolve end-user request form local and remote locations.
• Provide end user guidance/assistance deskside, and via electronic communication (email, chat, video etc.) to HRCP locations.
• Act a primary point of contact for IT incidents and requests.
• Educates employees on IT services and processes, including appropriate paths to engage IT for support.
• Analyze incidents, problems, and requests to identify trends and solutions.
• Responsible and accountable for user onboarding and offboarding process and procedures.
• Diagnose incidents with various desktops, software, mobile devices, printers, video conferencing equipment, etc. while following up on tasks to achieve successful resolution.
• Conduct system tests, troubleshoot customer issues, and correct software defects.
• Prioritize and focus on overall customer experience while keeping IT team/manager involved and informed.
• Create customer software manuals and project documentation and IT procedures.
• Help maintain software applications.
• Frequent communication with customers to gather user requests for different features to improve speed, performance, and usability of systems.
• Assess and recognize high-level technical incidents and communicate them to IT Management.
• Experience supporting users in a Microsoft Windows environment, including but not limited to: Active Directory, Microsoft Office Suite.

Qualifications:

Required

• Associate or bachelor’s degree in one of the following areas: computer science, management information systems, software engineering, or related business discipline.
• Three or more years of experience in a hands-on IT department
• Knowledge and experience of PC imaging, hardware, and software configuration and troubleshooting.
• Experience supporting Microsoft technology, including Active Directory, Windows, M365 Office Suite, etc.
• Broad working knowledge of network systems

• Basic project management skills and the ability to handle different tasks simultaneously.

• Exceptional problem-solving, troubleshooting, technical, and analytical skills.
• Willing to learn, adopt, and embrace changes in technology requirements.
• Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical end-users and staff.
• Travel to local sites required

Preferred

• Proactive, motivated, and positive service-oriented attitude
• Excellent interpersonal and communication skills with a colleagues and management, as well as outside clients and vendors
• Working knowledge of support-based ticketing system

Benefits:

• Comprehensive compensation package
• Health Insurance/Dental Insurance/Vision Insurance
• Employer Paid Life Insurance and AD&D
• Wellness benefits & Employee Assistance Program
• Paid Holidays
• Paid Time Off

This job description describes the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. This document does not create an employment contract, implied or otherwise; employment in this job is an “at will” employment relationship.

Dragados USA Inc is an Equal Employment Opportunity Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

---

Job tags

---

---

Salary