Construction IT Support Specialist (Ticket-Based Support)

The Construction IT Support Specialist is responsible for providing day-to-day technical support to field and office staff through a ticket-based helpdesk system. This role ensures that project teams, superintendents, project managers, and administrative staff have reliable access to technology systems critical to construction operations, including jobsite connectivity, hardware, software, and construction-specific platforms.

This position requires strong customer service skills, hands-on troubleshooting experience, and the ability to prioritize and resolve tickets efficiently in a fast-paced construction environment.

Key Responsibilities:
Ticket Support & Helpdesk Management
Respond to, track, and resolve IT support requests through a ticketing system (e.g., Freshservice, ServiceNow, Jira, Zendesk, etc.)
Prioritize tickets based on urgency, business impact, and project deadlines
Document issues, resolutions, and recurring problems clearly within the ticketing platform
Escalate complex issues when necessary while maintaining ownership until resolution

End-User Support (Field & Office)
Provide technical support for office staff and jobsite personnel (PMs, Superintendents, Engineers, Admins)
Troubleshoot hardware, software, network, and mobile device issues
Support laptops, desktops, tablets, printers, scanners, and mobile devices
Assist with jobsite connectivity, Wi-Fi, hotspots, and VPN access

Construction Systems & Applications Support
Support construction-related software such as:
Procore, Autodesk Construction Cloud, Bluebeam, Trimble, Viewpoint, or similar platforms
Assist users with logins, permissions, access requests, and basic training
Coordinate with vendors for system issues or outages

System Maintenance & Security
Assist with user onboarding and offboarding (account setup, permissions, equipment provisioning)
Maintain IT asset inventory and equipment tracking
Follow cybersecurity best practices (password resets, MFA support, device security)
Apply software updates, patches, and routine system maintenance

Process Improvement & Documentation
Identify recurring issues and recommend solutions to reduce ticket volume
Create and update basic IT documentation, SOPs, and user guides
Support continuous improvement of IT processes within a construction environment

Required Qualifications
2+ years of IT support or helpdesk experience
Hands-on experience working in a ticket-based support system
Strong troubleshooting skills for Windows and/or macOS environments
Experience supporting Microsoft 365 (Outlook, Teams, SharePoint)
Knowledge of basic networking concepts (Wi-Fi, VPN, IP basics)
Excellent communication and customer service skills
Ability to work independently and manage multiple tickets simultaneously

Preferred Qualifications
Experience in the construction, engineering, or architecture industry
Familiarity with construction management software (Procore, Bluebeam, Autodesk, etc.)
CompTIA A+, Network+, or similar certifications
Experience supporting remote jobsites and mobile crews

Key Competencies
Strong organization and time management
Clear written documentation
Problem-solving mindset
Ability to support both office professionals and field personnel
Calm under pressure and deadline-driven environments