IS&T Helpdesk Analyst

Requisition ID: 280551 

• Relocation Authorized: None 
• Telework Type: Part-Time Telework 
• Work Location: New Delhi 

Extraordinary teams building inspiring projects:

Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's infrastructure, increased access to energy, resources, and vital services, and made the world a safer, cleaner place. 

Differentiated by the quality of our people and our relentless drive to deliver the most successful outcomes, we align our capabilities to our customers' objectives to create a lasting positive impact. We serve the Infrastructure; Nuclear, Security & Environmental; Energy; Mining & Metals, and the Manufacturing and Technology markets. Our services span from initial planning and investment, through start-up and operations. 

Core to Bechtel is our Vision, Values and Commitments. They are what we believe, what customers can expect, and how we deliver. Learn more about our extraordinary teams building inspiring projects in our Impact Report. 

Bechtel India is a global operation that supports execution of projects and services around the world. Working seamlessly with business line home offices, project sites, customer organizations and suppliers, our teams have delivered more than 125 projects since our inception in 1994.

Our offices in Gurgaon, Vadodara and Chennai will grow significantly and sustainably with exciting career opportunities for both professionals and young graduates who are passionate about creating a cleaner, greener, and safer world; building transformational infrastructure; making decarbonization a reality; and protecting people and the environment.

Job Summary:

Good understanding of IT hardware/software. Provides hardware, software and/or network installation and problem resolution support for equipment. Provides first line problem identification and/or resolution to internal users. Provides instructions to peers or customers as needed. Performs network server administration functions as needed. Performs other special projects as assigned. Should be comfortable interacting with international customers in English language. The profile requires working extensively with computers and head phones to take inbound / outbound calls. Will be part of a Global support operations group “virtual team” with peers from major Bechtel offices globally.

This position is designated as part-time telework per our global telework policy and may require at least three days of in-person attendance per week at the assigned office or project. Weekly in-person schedules will be determined by the individual and their supervisor, in consultation with functional or project leadership

Major Responsibilities:

• Provides professional first-level Help Desk Support to internal users over phone, email & chat. Responsibilities include level 2 troubleshooting of hardware, software and operating system problems, tracking of issues and solutions, and issue escalation when appropriate. 
• Must have excellent hands-on experience with Microsoft Windows 10/11/MAC operating system, as well as troubleshooting experience on the current Microsoft Office 365 suite of products.
• MCITP/Azure AZ-900 for Windows or equivalent expected as a minimum competency. ITSM or ServiceNow helpdesk experience is desirable.
• Excellent customer service and team player skills are a must.
• Tracking of issues and solutions; resolving or routing; escalating where appropriate.
• Interaction with all internal departments and support staffs.
• Excellent English written and verbal communication skills are required.
• Excellent attention to details and accuracy of information, including ability to track and review Tickets in ServiceNow.
• Knowledge of and experience in applying ITIL standards to improve Incident resolution and customer service standards.
• Hands on experience on handling knowledge management within ITSM tool.
• Ability to handle team in absence of lead and guide the team through different IT related troubleshooting scenarios.
• Strong analytical skills to identify problems and work in a team environment to determine, develop and implement solutions.
• Ability to prioritize and demonstrate flexibility to multi-task in a fluid environment.
• Ability to work independently in challenging, dynamic work environment.
• All applicants must have the right to work and remain in India.

 Education and Experience Requirements:

• Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology related field preferred.
• 5+ years’ experience with standard hardware, software, operating systems, and database technologies.

Required Basic Qualifications & Skills:

• Some technical experience with techniques and methods of troubleshooting end-user problems including the setup and support of software and hardware. 
• Must have a good understanding of client server principles. 
• Knowledge of basic networking technologies and principles. 
• Understanding of Citrix cloud based resources and troublehhooting.
• Understanding of network security including public key infrastructure and encryption technologies a plus. 
• Requires strong customer problem solving and end-user support skills in applications setup and support. Ability to incorporate "Lessons Learned" approach into revised work processes. 
• Excellent customer service skills are required. 
• Must have exceptional oral and written communication skills and the ability to document in written format technical processes in a timely manner. 
• Must be Microsoft Azure Fundamentals certified.
• Must have the ability to work in a demanding environment with multiple priorities.
• Candidate should be ready to work in rotational shifts as per roster defined.
• Rotating weekend work will be necessary in order to support a 24x7 global delivery model.
• Candidates with international exposure in providing IT support will be preferred.

Total Rewards/Benefits:

For decades, Bechtel has worked to inspire the next generation of engineers and beyond! Because our teams face some of the world's toughest challenges, we offer robust benefits to ensure our people thrive. Whether it is advancing careers, delivering programs to enhance our culture, or providing time to recharge, Bechtel has the benefits to build a legacy of sustainable growth. Learn more at bechtel.com/total-rewards.

Diverse teams build the extraordinary:

As a global company, Bechtel has long been home to a vibrant multitude of nationalities, cultures, ethnicities, and life experiences. This diversity has made us a more trusted partner, more effective problem solvers and innovators, and a more attractive destination for leading talent.

We are committed to being a company where every colleague feels that they belong-where colleagues feel part of "One Team," respected and rewarded for what they bring, supported in pursuing their goals, invested in our values and purpose, and treated equitably. Click here to learn more about the people who power our legacy.

Bechtel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, disability, citizenship status (except as authorized by law), protected veteran status, genetic information, and any other characteristic protected by federal, state or local law. Applicants with a disability, who require a reasonable accommodation for any part of the application or hiring process, may e-mail their request to acesstmt@bechtel.com