IT Support Specialist - Legence

RE Tech, 1676 International Drive, McLean, Virginia, United States of America ● VarcoMac, 1360 Blair Drive, Odenton, Maryland, United States of AmericaReq #1460

Monday, April 8, 2024

Legence (https://www.wearelegence.com/) , a Blackstone portfolio company, is an Energy Transition Accelerator™ that provides advisory services and implementation focused on financing, designing, building, and servicing complex systems in mission-critical and high performance facilities. With five decades of expertise in the built environment, Legence has a proven track record of reducing carbon emissions, implementing renewables, lowering utility costs through efficiency consumption, and making systems run better at unmatched speed and scale.

Position Overview

Our IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Specialist is to provide first line support for all staff. The IT Support Specialist is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person (for walk-in customers) and self-service. This position will be based out of the DC Metropolitan region supporting both ReTech and VarcoMac offices.

Role & Responsibilities:

• Be the onsite local presence of IT for our customers providing assistance and resolution to issues in a prompt, courteous and empathetic manner.

• Work with in-house staff as well as outsourced service and hardware vendors on technical support issues to ensure minimal downtime and disruption

• To provide support for users in the operation of a range of hardware including printers, scanners and other external peripherals.

• Assist in maintaining, updating, inventorying, and troubleshooting (both onsite and remotely), approximately 300 devices to include servers, network hardware, desktop computers, laptops and mobile devices

• To diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.

• To assist all our users with any logged IT related incident when called upon.

• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

• To accurately record, update and document requests using the IT service desk system(ServiceNow).

• To install and configure new IT equipment and accurately keep track of Asset lifecycle from assignment, to repair, to refresh, to recovery.

• To resolve incidents and upgrade different types of software and hardware including printers, copiers, and scanners

• To create temporary user accounts and reset passwords ensuring that the correct permissions and data security are applied.

• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

• To be a highly motivated team player with the skills and ability to manage changing priorities.

• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.

• Other duties as assigned

Qualifications / Requirements:

• Associates degree in Information Technology or equivalent experience

• 2+ years’ experience within the information technology field, including but not limited to PC and mobile device support

• Experience with the following Technologies:

• Dell Desktops and Laptops

• Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint

• Apple and Android Tablets and Phones

Additional Optional Qualifications

• Experience with the following Technologies preferred:

• Mobile device encryption implementation and management

• IP Security Camera and video recording server experience

We are unable to provide immigration sponsorship for this position.

#LI-JS1 #LI-Onsite

Health and Welfare Benefits

• Health and Welfare

• Medical

• Dental

• Vision

• Prescription drug

• Employee assistance program

Personal Benefits

• Paid vacation

• Company-paid holidays

• Sick leave

Financial Benefits

• 401(k) retirement savings plan

• Company-paid long-term disability insurance

• AD&D insurance

• Life insurance

Contingent Employment Statement

Offers of employment for this role may be contingent upon successfully passing a background check and/or drug screen. Execution of screens will vary based on role requirements and Company policy. All background checks and drug screens will be done in accordance with applicable federal, state, or local law.

Equal Employment Opportunity Employer

Legence and its affiliate companies are proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, other non-merit-based factors, and any other characteristic protected under applicable local, state or federal laws and regulations.

EEO is the Law (https://www.eeoc.gov/employers/eeo-law-poster)

Reasonable Accommodations

If you require assistance applying online, email ta@wearelegence.com . Please include a description of the specific accommodations you are requesting as well as the job title and requisition number of the position for which you are applying. If you are selected for an interview, please notify your recruiter of your accommodation needs. All efforts to provide reasonable accommodations will be made.

To all recruitment agencies

Legence and its affiliate companies do not accept unsolicited agency resumes. Do not forward resumes to our career’s alias or employees of Legence and/or its affiliate companies. Legence and/or its affiliate companies are not responsible for any fees related to unsolicited resumes. Any third-party recruiting agreements for Legence and its affiliate companies may only be executed by Legence Holdings LLC’s CHRO or Director of Talent Acquisition, without exception. All others are done without proper authorization and will not be honored. We will not be responsible for any fees under any third-party recruiting agreement not executed by said authority.

Pay Transparency Nondiscrimination Provision

Legence and its affiliate companies 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)

Other details

• Pay TypeSalary

• Travel RequiredYes

• Required EducationAssociate Degree

Apply Now

• RE Tech, 1676 International Drive, McLean, Virginia, United States of America

• VarcoMac, 1360 Blair Drive, Odenton, Maryland, United States of America