Senior IT Support Specialist

HOK is a global design, architecture, engineering and planning firm recognized as the #1 A/E firm by Architectural Record, one of TIME Magazine's Most Influential Firms, and one of the Fast Company's Most Innovative Companies. Our San Francisco firm is seeking a Sr. IT Support Specialist to join their team.  This a hybrid position based in the San Francisco office (One Bush Street) located in a historic office building in the heart of the financial district.  

As a Sr. IT Support Specialist at HOK, you will be responsible for providing Tier 2 technical support to our system users.  If you are experienced and enjoy working on a variety of computer equipment, including servers, switchgear, wireless access points and 3D printers, then this role is for you.  Other responsibilites and duties include, but are not limited to, 

• Monitor the helpdesk system for timely closure of tickets, and provide an escalation path for unresolved helpdesk tickets. 
• Oversee the daily performance of computer systems and peripheral equipment.
• Observe, escalate and/or correct system problems.
• Verify employee equipment is set up correctly including hardware and software installation.
• Maintain and verify the accuracy of account and inventory records and take remedial action as needed.
• Study technical manuals and confers with users to resolve problems.
• Work closely with product vendors and managers to service major hardware/software problems and defects. 
• Train users in the proper use of hardware or software, including new hire IT orientation.
• Confer with general staff and management to establish requirements for new systems or modifications.
• Demonstrate continuous effort to improve operations, decrease turnaround times and provide quality customer service.
• Periodic after-hour and weekend help desk functions.
• Takes personal responsibility for fostering a green workplace through sustainable work practices.

• Advanced knowledge of basic PC components.
• Advanced knowledge of Microsoft based networking protocols.
• Experience with voice and data telecommunications systems.
• Experience with remote access technologies for support and office connectivity.
• Proficiency in Microsoft 365 required.
• Ability to set up and operate a variety of computer equipment, such as switchgears, wireless access points, servers, etc).
• Ability to work efficiently, in an organized manner and with attention to detail. 
• Ability to communicate timely and effectively regarding technical matters, both verbally and in writing.

• Bachelor’s degree or equivalent in education and experience required.
• 5 plus years’ experience.
• Experience with an electronic helpdesk system.
• Certification in Microsoft and/or Cisco technologies a plus. 

At HOK, we are dedicated to offering an exceptional benefits package designed to support your current and future needs.  We offer comprehensive medical, dental, and vision coverage, along with a 401(K) savings plan to help you secure your financial future.  We also provide disability, life, and accident insurance for added peace of mind.  HOK promotes work-life balance with a flexible schedule that allows you to work remotely on Monday and Friday, as well as offering generous paid time off (PTO) accruals and parental leave to help you maintain a balance that is meaningful to you.Compensation is based on experience, qualifications, education and location. 

The reasonably expected salary range for this position in San Francisco is $34.22/hour to $38.46/hour. Other compensation may include a discretionary bonus. HOK is committed to providing our employees with a comprehensive benefits plan to meet their current and future needs. Benefits include medical, dental and vision coverage; 401(K) savings plans; disability, life and accident insurance; paid time off (PTO); and parental leave. 

HOK is a drug-free workplace.  HOK is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, genetic information, sexual orientation, gender identity, status as a protected veteran or status as a qualified individual with a disability, or any other characteristic protected by applicable Federal, State or Local law.