About Us: Bartlett & West is an engineering, architecture, technology, and other professional services firm headquartered in Topeka, KS with 19 offices in seven states throughout the Midwest. As a completely employee-owned company, Bartlett & West has a “We Before Me” mentality. We prioritize service to our clients, communities, and each other. We’re less concerned about titles and more concerned about how each person can be supported to make the greatest impact.

POSITION SUMMARY:

This role requires a high level of visibility and a focus on the development of strong relationships with Internal Customers.  The Support Representative will contribute to the capture, documentation, and initial evaluation of customer requests and will resolve or escalate as necessary to assure satisfaction.  Regular responsibilities include technical support & maintenance, computer supply management, and office technology maintenance.

Essential Functions and Responsibilities:

Customer Service (85%)

• Build relationships across the campus and company at large by maintaining high visibility and a reputation for results, both in-person and digitally, throughout all business hours.
• Communicate expectations with users regarding the status and anticipated resolutions.
• Document helpdesk cases in detail and update regularly on with other IS team members.
• Maintain a list of activities/issues/needs above and beyond helpdesk requests.
• Contribute to written documentation and recommend modifications as necessary.
• Add/remove and troubleshoot basic hardware and software components and peripherals.
• Work with manufacturers to troubleshoot and return damaged components as directed.
• Relocate computers to accommodate growth and/or change outs.
• Provide end-user support for conference rooms and collaborative technologies.
• Help raise awareness across the company regarding Information Systems policies.
• Educate end users on the usage of existing and new technologies through personal interactions.

Other (15%)

• Follow established procedures to build workstations for new EO’s
• Monitor all areas of the Topeka campus where shared technology is present and assure that they are consistently in order and ready for use.
• Collaborate with other corporate teams on onboarding and offboarding tasks related to IS.
• Cross-trains in other technical systems functions
• Attend and contribute to staff meetings.
• Follow all existing Information Systems procedures.
• Assure adequate supply and oversight of peripheral and supply inventory.

Knowledge, Skills, Abilities:

• Ability to work calmly and methodically in high-pressure situations.
• Strong team player with a service-oriented attitude and customer focus that builds followership
• Excellent written and verbal communication skills
• Excellent interpersonal and customer service skills.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Ability to multi-task in a fast-paced environment.
• A passion for technology
• Aptitude to recognize, analyze, and effectively solve problems in a timely manner.

Education:

• High school diploma or equivalent required. Associate degree or bachelor’s degree preferred.

Experience:

• Experience in any industry involving interaction with either the public or an internal customer base is essential.  Prior experience implementing and supporting IT technologies is preferred.

Work Environment and Physical Demands:

• Position is on-site at our location in Topeka, KS.  Working remotely is acceptable no more than one day weekly with prior approval.
• Occasional evening and weekend work to meet deadlines, conduct maintenance, and/or perform troubleshooting tasks. On-call availability when necessary to meet customer issues or to support the team through emergencies.
• Frequently lifting and carrying up to 50 lbs. (i.e., will lift/carry computers, servers, and peripherals).
• Must be able to stand, walk, stoop, kneel, crouch, and crawl.
• Must be able to use hands for carrying items, operating devices, and/or equipment.
• Prolonged periods sitting at a desk and working on a computer.

Travel Expectations:

Must be able to travel in-state and out-of-state on occasion, which usually would consist of visiting other office locations, project sites, attending seminars or business meetings.  Minimum travel is 10% of the time depending on projects. Travel expectations will be communicated through the employee-owner’s manager. Driver’s license with clean driving record required.

This job description is not designed to cover or contain a listing of all functions and responsibilities that are required of this position.  Employee owners are expected to take on additional responsibilities as requested.

Bartlett & West is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, status as a protected veteran or status as a qualified individual with disability.  

An offer is contingent upon successfully passing the pre-employment drug screen. Drug screen will need to complete within 48 hours of being contacted. Nearly all positions at Bartlett & West can require employee-owners to operate a motor vehicle on public roads in the course of their duties.  Accordingly, all employees may be required to have acceptable driving records and to provide an authorization to the Company to periodically obtain MVR reports”.      

Bartlett & West partners with businesses and communities to build smarter, stronger, more connected infrastructure. From water resources, transportation, railroad GIS, to industrial parks and city planning, we provide innovative technology and engineering solutions to clients worldwide. With deep industry knowledge and a passion for creative problem solving, we engineer better tomorrows.

Bartlett & West is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, status as a protected veteran or status as a qualified individual with disability.