About The Opportunity

FTI Consulting Construction Solutions is a leading global provider of commercial management, risk-based advisory, dispute resolution services and strategic communications counsel on complex projects across all construction and engineering industries. Our professionals are industry leaders and seasoned testifying experts, representing top talent across disciplines, including engineers, architects, accountants, quantity surveyors, planning and scheduling specialists, cost engineers, project managers, technologists and strategic communications professionals.

Our clients hire us to ensure that every aspect of their capital program or project is properly governed, well-executed and fully supported from beginning to end. FTI Consulting draws on its breadth of international construction experience and knowledge to deliver the best outcome for our clients, wherever their projects may be located. 

FTI Consulting’s Asset Lifecycle Management (ALM) team offers an unparalleled breadth of services focused on improving the lifecycle value for critical capital assets. In addition to partnering with our clients to transform their approach to ALM, we regularly fulfill project and operations management roles for clients around the world, leveraging the strength of FTI Consulting’s best practices and technology. Our services and tools improve every aspect of the asset management lifecycle – shortening time to value and increasing capital efficiency.

Primary Duties:

A Helpdesk Consultant is responsible for providing effective technical support to our clients addressing inquiries via phone, email or remote access and implementing effective solutions. This role requires excellent diagnostic skills, ability to implement creative solutions and high-level communication skills.     

Tasks may include:

• Responding to clients’ support inquiries via email, phone or remote access
• Diagnosing and effectively resolving technical issues
• Talking the client through basic problem-solving processes
• Writing training manuals
• Building relationships with all appropriate stakeholders and key leads in various areas to ensure overall project success
• Contributing to the development of test cases, training materials, and other content required to ensure successful solution adoption
• Troubleshooting basic integration (ETL) problems, and application issues per requests received
• Recommending or performing minor remedial actions to correct problems based on knowledge of integrated system or tool
• Escalating requests to appropriate tier level or supervisors as needed
• Tracking request issues and inform the user of the status
• Managing service desk knowledge base requests with documentation for future inquiries

Qualifications: 

• Bachelor’s degree in computer science, information technology, or a similar field
• Fluency in English (written and verbal)
• Excellent analytical and troubleshooting skills
• Previous full-time (1-2 years) experience in the System or a related profession
• Experience supporting and resolving issues related to system integrations
• Proficient knowledge of PC environment and related software including Microsoft applications such as PowerPoint, Access and Excel
• Willingness to maintain a flexible travel schedule
• Strong customer service skills

Preferred Skills:

• Experience and training with the following industry solutions:
• Basics of integrations (ETL)
• SQL Server
• Visual Studio
• SSIS
• ZappySys – (not required, but nice to have)
• Excellent communication and presentation skills and exhibits a strong executive presence
• Multilingual English, Spanish, Portuguese (written and verbal)
• Ability to manage multiple tasks and prioritize changing work loads
• Ability to work independently, exercise good judgment, and be resourceful
• Ability to work well under pressure