Help Desk Technician

SAM, LLC - 3.3

Raleigh, NC Job Details Full-time 5 hours ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Tuition reimbursement Paid time off Cell phone reimbursement Parental leave Snacks provided Vision insurance Life insurance Retirement plan Qualifications Desktop computer repair Customer follow-ups ITIL Foundation ITIL Certification Email customer support Plotters Cellular networks Bachelor's degree in communications Smartphone (troubleshooting support) IT user and group management Bachelor's degree in business VoIP administration Process improvement Information Systems Windows Incident Escalation Printer (troubleshooting support) Audio systems User training (technical support) High school diploma or GED Bachelor's degree Video conferencing software Computer hardware Desktop (troubleshooting support) Office equipment installation Desktop applications Computer Information Systems Technical customer support for office equipment Telephone systems Productivity software

Full Job Description Who We Are:

Founded in 1994, Surveying And Mapping, LLC (SAM) is a nationwide leader in geospatial and construction-phase solutions. With more than 50 offices and 1,600 professionals, we deliver the scale, technology, and expertise needed to support projects of any size. SAM streamlines project delivery through a single, coordinated team, offering in-house capabilities across land surveying, aerial mapping, subsurface utility engineering (SUE), utility coordination (UC), GIS, BIM, and construction engineering inspection (CEI). By combining advanced technology, digital workflows, and decades of experience, we provide accurate, actionable data that helps clients move critical infrastructure projects forward with confidence. At SAM, you'll be part of a team that values innovation, growth, and the opportunity to make a tangible impact on the built environment. Your Impact at

SAM:

The Help Desk Technician will be a member of the IT team serving as the first point of contact for customers seeking technical assistance over the phone, text message, email, and the SAM ticket queue. Will perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers. Technical Support - Provide phone, remote and on-site technical support for applications, computers, printers, and phones to vendors, customers and users as necessary Install and troubleshoot Printers, plotters, copiers and scanners Cellular phones (iPhone, Android) Desktops, Laptops and tablet computers Network connectivity Projectors and other audio/video equipment Virtual meeting applications/equipment Windows based applications Ability to manage provisioning/deprovisioning of user accounts Utilize inventory of on hand spare equipment for quick user turnaround Basic training\walk through customers on Windows and Office functions Follow-up and keep assigned tickets updated with current comments and status Identify and suggest possible improvements on procedures Cover after hours in an on-call rotation and triage escalations to support teams Supports the Company to achieve its vision and mission, while successfully practicing its core values related to employees, ethics, operational excellence, safety, integrity and corporate social responsibility Perform other tasks as assigned to help accomplish the Company's strategic goals What You Bring to

SAM:

High school diploma or equivalent or Bachelor's Degree in Information Systems, Business, Communications or related field 1 to 2 years' experience working on a help desk team in a multi-office environment.

Experience with the following technologies:

Windows Desktop Operating System Computer Hardware Microsoft Office Various other industry applications Cellular provisioning VOIP systems Network connectivity Printers, plotters, copiers and scanners User provisioning and deprovisioning processes Projectors and other audio/video equipment Understanding of computer imaging Troubleshooting computer performance A+ preferred ITIL foundations certification preferred Any other technology certifications a plus

Our Perks:

Health and Wellness Benefits:

BlueCross BlueShield health insurance coverage begins the month after your hire date, with dental plans available and free vision coverage for employees, company-paid premiums for Long-term disability/Life Insurance (with

HSA + FSA

plans), SAM Cares program focused on holistic well-being

Financial Benefits:

Employee Referral Rewards Program of $1K, $2,500 or $5K, Fidelity retirement plans with a 5% company match, tuition reimbursement, optional cellphone stipend

Work-Life Balance:

Paid time off including vacation/sick/holidays, parental leave to support families

Professional Development:

Customized career development plan for licensing and certifications, Project Manager Business Academy, CAD Training Program, Individual Development Plans/Career Check-Ins, SAM WINS - our initiative for women-focused leadership and development, Milestone Anniversary Recognition, SAMbassador mentorship program

Perks and Discounts:

Access to "Perks at Work" for discounts on wellness + travel + leisure and everyday purchases, company-sponsored events, free office snacks

Culture and Awards/Achievements:

SAM Named 2026 Top Workplace USA for the fourth Year; 2026 SAM Ranks No. 92 on ENR Top 500 Design Firms