IT Help Desk Specialist II

IT Help Desk Specialist II

Location: Office -Based - Exton, Pennsylvania

Position Summary:

The IT Support team is dispersed into regional facilities around the globe. This is a global organization responsible for providing technical support to all Bentley colleagues for any IT incident, service request, or general question. The members of this team are responsible for establishing and communicating a consistent strategic direction and enforcing the IT policies.

We will rely on you for the following:

• Receive and record incoming incident calls, service requests, and solutions into the incident management system.
• Answer, troubleshoot, research, and resolve incidents and service requests in accordance with Service Level Agreements, departmental goals, and individual performance targets.
• Gather troubleshooting and problem-resolution information from other teams and document information in the appropriate department databases.
• Perform in a second level role to provide problem resolution for higher complexity problems.
• Validate and coordinate outage-related incidents and implement call avoidance measures.
• Provide real-time and scheduled coaching of global Service Desk staff to increase consistency and accuracy of incident resolution and documentation.
• Work within the Service Desk and other departments on improvement suggestions or requests for information from the Service Desk.

Server/Network Tasks

• Perform installation, troubleshooting, maintenance, and backup tasks on server-class hardware and software under direction.
• Perform general network troubleshooting and assist with localized network tasks under direction.

Communication

• Interface with IT and business staff to enhance the quality and/or efficiency of the provided services.
• Review changes and related communications to assess impact on user community.

Projects

• Participate and/or initiate projects designed to improve service to our customers, such as increasing first-call resolution rates or providing additional self-service tools.
• Perform installations, configurations, and upgrade tasks that may require some research and analysis.

Documentation

• Assist with communication and documentation associated with changes for technical and non-technical audiences.
• Acquire and maintain current knowledge of relevant information technology procedures, systems, and applications. Become a subject matter expert on various support areas. Maintain knowledge base and incident ticketing system.
• Perform regular maintenance on the Knowledge Base and incident management system to keep information current and accurate.

What You Bring to The Team

• At least 4 years of IT support and maintenance
• Technical diploma or Microsoft certificate preferred (such as MCDST)  
• General knowledge of commonly used IT operating systems
• 2+ years of Incident ticket management experience
• Able to provide professional technical guidance to company employees regarding PC problems
• Excellent communication, interpersonal, organizational, and planning skills
• The nature of the job may require considerable walking and lifting of objects weighing no more than 50LBs
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person, and by utilizing Microsoft Teams chat, calling, and meeting functions.

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diverse international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards

About Bentley Systems:

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,000 colleagues generate annual revenues of more than $1 billion in 194 countries. www.bentley.com

Equal Opportunity Employer:

Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age, or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. EEO is the Law and EEO is the Law Supplement documents provide additional information about your rights as an applicant under the law.

Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice

Request an Accommodation:

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000 or sending us an email at disabilityrequest@bentley.com

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