IT Support Technician

Mott MacDonald
life insurance, vision insurance, parental leave, paid holidays, 401(k)
United States, Florida, Pensacola
220 West Garden Street (Show on map)
Jan 06, 2026
At Mott MacDonald, we trust our brilliant people to do brilliant things in engineering, management, and development services, supporting multisector project work in over 150 countries. As one of the largest employee-owned companies in the world, we pride ourselves on our ability to deliver exceptional outcomes through our network of 20,000+ talented consultants. With sustainability and innovation at the heart of all our sectors in North America, including, Buildings, Energy, Transportation, and Water. We believe in empowering our people to excel, learn, and grow, offering diverse opportunities to contribute to career-defining work. Join us and be part of a collaborative environment where your ambitions are united with ours, and you can truly shape your story. If you share that vision, even if you don't meet every requirement listed, we'd still love to hear from you. We value potential and diverse perspectives as much as experience. Let's explore how we can support your growth and help you take the next step in your career, while contributing to an exciting new chapter for Mott MacDonald in North America. The Workplace Support Analyst is responsible for providing deskside and remote IT support for PCs, end user devices and software in the region reporting to the Workplace Support Lead/IT Manager. Key responsibilities Deskside and on-site support includes support and maintenance of PC hardware andsoftware, printers, scanners, photocopiers, conferencing equipment and other end-pointdevices Monitoring and troubleshooting desktop related problems including PC performance,connectivity and applications issues, managing virusoutbreaksand fulfilling standardservice requests such as the provision of new PCs, PC moves and hardware upgrades On-site IT support includes support for non-Desktop IT equipmentlocatedin offices suchas network equipment, servers, telephonesystemsand server rooms. On-site IT support includes routine office or site visits to deal with non-urgent IT incidentsand requests, emergency visits for urgent incidents and periodic visits to inspect on-site ITequipment and infrastructure such as server rooms Works to achieve relevant service level and operational level targets for incidentmanagement and request fulfilment and proactively escalates potential service levelbreaches to the Head of IT for the region Ensures relevant people are informed about new and on-going incidents Works with relevant local third-party service providers to report, troubleshoot and escalateproblems Allocates tasks to IT contacts and super users in remote offices whereappropriateandprovidesremote guidance to enable them to complete tasks Proactivelyidentifiesproblems and documents known errors and workarounds for use bythe Service Desk and other support teams Maintains relationships with key office and site contacts Follows processes to deliver regional Workplace Services reliably,efficientlyandeffectively Ensures own actionscomply withMott MacDonald standards,policiesand any regulation;this includes adhering to the change management Ensure that all IT support work is recorded inITmanagement system. Undertakes infrastructure (network, server, storage) tasks and actions, as guided anddirected by the regional and global Infrastructure and Hosting teams Provides 'last mile' support for remote teams, toassistwith hardware installation andremoval, visual inspections, problemdiagnosisand other support asrequired Providesassistancewith IT projects and office moves Highlight any issues with the local office IT infrastructuree.g.server room safety issues, torelevant staff including office managers and relevant technical teams in the servicecenters Identifiesservice improvements and owns relevant actions within the Workplace ServicesImprovement Plan Keep asset records up to date for IT equipment Candidate Specification: Formal Education & Certification Qualifications in IT related subjects are desirable; Relevant Microsoft Desktop training ideally working towards or possessing MCSA forWindows Desktop. ITILFoundation Certificate is highly desirable. Knowledge and Experience Desktop Support experience, ideally having worked for at least one year on a ServiceDesk. Detailed knowledge and experience of supporting desktop computer environmentsincluding hardware,softwareand corporate applications Experience working in a globalorganizationis beneficial. Experience ofusingticketingsystem to record and manage work. Experience working in aservice leveldriven environment. Knowledgeof cybersecurity principles, frameworks, and threat mitigation strategies. Personal Attributes Excellent customer service skills. Ability to communicate clearly and concisely with senior staff members in high pressuresituations. Excellent English language skills. Excellent customer service skills with the ability to communicate clearly and concisely withall levels of staff. Benefits & Reward At Mott MacDonald, our employees have a stake and a voice in our business, providing them with a direct connection to our success through our personal and group performance bonuses. We provide a comprehensive benefit package that includes 401k, medical, dental and vision insurance, short-term/long-term disability, paid holidays, PTO, parental leave, and company paid life insurance. Individual pay is determined based on several factors such as work location, education, experience, and unique skills. The expected salary for this position is $60,000 - $70,000. Collaboration at Our Core At Mott MacDonald, we believe great ideas happen when we're together. Our hybrid approach centers on an in-office culture, with most of your time spent collaborating face-to-face and a minimum of three days per week in the office. We balance flexibility with connection, so you and your manager can choose how to meet client, team, and personal commitments. Equal opportunity is the law. We seek to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute. Englishversion Spanishversion Chineseversion All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, creed, marital status, sexual orientation, gender identity, citizenship status or disability status.