• Job Description

  Req#: SENIO001525
  The Senior Helpdesk Specialist serves as the first point of contact for all technology-related support requests within NELSON. We are an Interior Design/Architecture firm and the ideal candidate has a background in AEC or creative industry. Understanding design applications such as Revit, AutoCAD, Bluebeam, and Rhino is required. This role provides essential technical assistance to architects, designers, and staff by resolving hardware, software, and connectivity issues efficiently and professionally. The ideal candidate will demonstrate strong customer service skills, a sense of urgency, and the ability to work in a high-paced, design-driven environment.
  
  Attributes to support the NELSON Culture: Go All-In, Keep It Real, Embrace Growth, Think Boldly and Be You:
  
  • Go All-In - Take responsibility for your actions, do what you say and always lead by example
  • Keep It Real - Communicate with empathy, transparency and respect to support each other in the pursuit of great work
  • Embrace Growth - Seek to learn, grow and experiment to fuel our future
  • Think Boldly - Exude a passion for problem solving, creativity and curiosity in everything you do
  • Be You - Express your unique self and actively engage in our fun, diverse community of real people
  
  Qualifications:
  
  To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  Critical features of this job are described under the headings below. They may be subject to change at any time due to reasonable accommodation or other reasons.
  
  Essential Duties and Responsibilities include the following. Other duties may be assigned:
  
  Technical Support & Troubleshooting
  
  • Respond to and resolve incoming helpdesk tickets, phone calls, and in-person support requests in a timely and professional manner.
  • Provide support for standard hardware and peripherals including laptops, docking stations, monitors, printers, and mobile devices.
  • Troubleshoot common software issues related to Microsoft 365, Windows OS, Zoom, Adobe Creative Cloud, and design applications such as Revit, AutoCAD, Bluebeam, and Rhino.
  
  Account & Access Management
  
  • Assist with the setup of new user accounts and permissions in Active Directory, Microsoft 365, and project platforms.
  • Support password resets, MFA troubleshooting, and VPN access setup.
  
  Device Deployment & Configuration
  
  • Image and configure laptops and workstations according to firm standards.
  • Maintain inventory of check-in/check-out equipment and update asset tracking systems.
  • Set up and troubleshoot peripheral devices for in-office and remote workers.
  
  AV and Meeting Room Support
  
  • Support AV systems in conference rooms including projectors, webcams, microphones, and Zoom Room configurations.
  • Provide in-meeting support for video conferencing and hybrid collaboration tools.
  
  Documentation & Knowledge Base
  
  • Maintain accurate records in the helpdesk ticketing system (e.g., Freshservice, Zendesk).
  • Document known issues, workarounds, and create/update internal knowledge base articles.
  
  Training & Onboarding Support
  
  • Assist with new hire onboarding including equipment setup, system access, and orientation to IT tools.
  • Deliver basic training on standard software and IT policies.
  
  Escalation & Collaboration
  
  • Escalate complex issues to Technical Support Specialists or Infrastructure/System Admin teams as appropriate.
  • Collaborate with other IT teams to address recurring problems and support strategic projects.
  
  Preferred Skills:
  
  • Experience with helpdesk ticketing systems (e.g., Freshservice, Zendesk, Jira Service Desk).
  • Understanding of Active Directory, remote desktop tools, and mobile device management platforms (e.g., Intune).
  • Ability to support remote users in hybrid work environments.
  
  Education / Experience:
  
  • 7+ years of IT support experience in a professional environment (AEC or creative industry preferred).
  • Familiarity with Microsoft Windows, Microsoft 365, VPN, and cloud collaboration tools.
  • Experience with architecture/design software (e.g., Revit, Bluebeam, AutoCAD) is a strong plus.
  • Strong troubleshooting, multitasking, and interpersonal communication skills.
  
  National salary range: $60,000 - $85,000 (7+ years experience). Additional compensation includes bonuses and benefits (compensation factors are based upon years of relevant experience, qualifications/licensure, education, and location.) Bonuses can include but are not limited to: Long Term Incentive Plan, Short Term Incentive Plan, Profit Sharing
  
  Benefits of NELSON : (additional benefit details can be found at: nelsonworldwide.com/careers)
  
  • 401(K) plan with company match
  • Full health benefits including medical, dental, and vision
  • Wellness program with rewards for healthy activities
  • Pet Insurance
  • Opportunities for career advancement
  • Paid time off and holiday pay
  • Paid parental leave
  • Flexible working schedules and work from home options based on client's needs
  • Professional Development including discretionary support and reimbursement for registrations, certifications, and membership to a professional organization
  
  NELSON and its related affiliates are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law.
  
  #LI-MV1
  
  #LI-Remote
  
  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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