Goodfellow Bros., Inc. (GBI) is a 96-year-old, 4th generation family-owned heavy/civil contractor with operations throughout the Western United States and Hawaii. GBI has always maintained that our employees are our greatest asset and we are now seeking to add to our Information Technology team.  We are currently searching for a qualified candidate to fill an opening for an IT Support Engineer in our Livermore, CA location.

Position Summary:

As a member of the Goodfellow Bros., Inc.  IT Help Desk team, the IT Support Engineer will be responsible for providing technical support to approximately 500 computer users throughout the company via phone, email, and other technical support methods. This position will also provide on-site technical support for people and jobsite operations physically located in California.

Success Criteria:

To be successful in this role, the IT Support Engineer must have excellent verbal and written communication skills, be highly proficient in troubleshooting technical issues, and able to constantly balance competing demands for their time and attention. A team-oriented mindset is also crucial.

As a member of a highly functioning, yet lean IT team that handles widely varying tasks on a daily basis, it is imperative that the IT Support Engineer is self-aware to know when an issue must be escalated to another member of IT in order to provide the best possible customer support. This is a very visible role within the company and all duties must be performed in a highly professional manner.

Essential Functions and Duties:

• Work closely with, and take direction from, IT Support Manager in support of IT’s goal of providing excellent customer service and technical support in a timely, professional manner
• Provide high-quality technical support while serving as a member the company’s centralized IT Help Desk – promptly responding to customer reported issues or questions via the IT help desk ticketing system, phone, instant message, email, or in-person.
  • Must be adept, knowledgeable, and highly proficient at providing technical support in a remote environment and in varying time zones.
  • Must be able to constantly prioritize/re-prioritize support activities, based on operational priority and/or greatest impact.
  • Proactively work with customers to address IT issues and service requests, gathering all information necessary – owning and overseeing the issue until it is resolved
  • Comprehensively log details of all reported IT issues in the Help Desk ticketing system, including the steps taken to resolve the issue
  • Provide training, tools, and tips to IT customers as necessary and appropriate in order to avoid recurring issues
• Procure, install/configure, troubleshoot, and repair hardware, software, mobile devices, and peripherals as required.
• Procure, setup, and install IT equipment, including network and voice services, routers, switches, printers, etc. in support of jobsite operations regionally – primarily in CA.
• Assist with jobsite mobilization (setup) and demobilization (tear-down) process in support of jobsite operations company-wide.
• Provide on-site support for regional job sites in California – regularly and proactively checking in with the project team to ensure all IT aspects of the job are performing as expected.
• Act as a trusted advisor – assisting internal IT customers with recommendations of the most cost- effective technical solutions that best fit their needs, while upholding established company standards.
• Maintain and update hardware, software, and jobsite/office databases so records are correct and actionable at all times.
• Actively seek and identify areas of improvement in systems or processes and communicate these within the IT team for review.
• Provide on-call IT support on a rotational basis for customers or systems requiring support after hours and on weekends.
• Participate in team meetings, projects, and initiatives as directed.

Position Qualifications:

• Professional appearance and excellent customer service skills are required.
• Ability to work in a pressure filled environment and to meet deadlines - successfully managing several tasks simultaneously.
• Must be detail oriented and organized with excellent verbal and written communication skills.
• Must have strong presentation skills and be comfortable presenting technical information to large groups.
• Must be capable of developing constructive and cooperative working relationships with others and able to work in an environment of many different personalities.
• Willing to work during non-business hours, including weekends, holidays, early mornings and late nights, as necessary.
• Willing to travel when necessary and with little to no notice, which may include nights, weekends, or holidays.
• Ability to read, write and speak English fluently.
• Must own reliable transportation and have an acceptable driving record.

 Required Experience:

• Minimum of 3 years of technical support experience troubleshooting, diagnosing, and repairing PCs, mobile devices and peripherals
• Experience working with Microsoft Windows 10 platform
• Experience working with Microsoft Office products (Office 2013 minimum)
• Experience working with and troubleshooting Microsoft Lync/Skype for Business is preferred.
• Construction-related industry experience is a plus

Work Schedule:
This is an exempt position. The schedule is typically 7-4, but may vary depending on company and project needs, with an expectation of doing what is necessary to meet established deadlines – both regionally and organizationally.

Travel Requirements:
The travel requirement for this role is approximately 25-40% - mostly consisting of periodic travel by car to jobsites and offices in Northern California. Additionally, domestic travel by air to other company regions will be required on an occasional basis.