Support Specialist (Desktop support, onboarding, Maryland-onsite)

Job Locations US-MD-Columbia
Posted Date 3 weeks ago(9/9/2022 5:22 PM)
Job ID


Customer Service. Knowledge Sharing. Project Management.


You are passionate about technology, motivated to learn and enjoy technology challenges. You are customer service oriented and love working with people. You seek an opportunity where you will be able to learn from the ground up and impact processes in a hybrid work environment.


Vectorworks Inc. is looking for a Support Specialist to ensure that our employees can continue to successfully leverage our internal tools and systems and to create new processes and learning materials to scale our organization. As our company moves to a hybrid onsite environment, you will create processes to support successful workflows and collaboration between teams.


You’ll make an impact by:

  • Creating and managing a wide variety of user accounts on cloud-based software platforms as well as Active Directory.
  • Providing authoritative technical consultation and assistance to 300+ employees of Vectorworks and providing associated administrative and logistic support as required.
  • Improving the employee experience by improving the processes by which services are delivered.
  • Providing high-quality desktop support services for both onsite and remote employees.
  • Ensuring the functioning of all Vectorworks IT equipment including printers, AV equipment, Apple TVs, scanners, and access to web-based programs.
  • Assisting employees with the integration of technology into their workflows.
  • Contributing to an employee self-service strategy that helps employees easily find information across various systems.
  • Conducting demonstrations and training sessions in the use of IT hardware and software.
  • Assisting in the maturation of the IT Orientation program for all incoming new hires.
  • Creating and publishing user documentation, including web resources and user manuals, for supported instructional technology tools and software within Vectorworks.
  • Participating in projects to integrate new technologies including installing, configuring, and testing new hardware and software.
  • Assisting our efforts to move from a mostly in-office staff to a more dynamic mix of in-office, home-office, remote-office, and international staff as we build our post-COVID environment.
  • Supporting measuring and tracking progress; analyzing feedback, insights and consulting on action plans.


About you:

  • You have a “can do attitude”, a problem-solving orientation and understanding of the importance of ticket creation and timely resolution.
  • Excellent verbal and written interpersonal skills; able to package and present complex research and recommendations clearly.
  • Ability to utilize qualitative and quantitative data to inform and improve your programs.
  • You are agile, fearless, and able to adapt to shifting priorities.
  • Demonstrated ability to troubleshoot problems in real time.
  • Demonstrated evidence of excellent customer service.
  • Proven ability to quickly adapt to changing priorities.
  • Ability to successfully train others and document procedures and practices.
  • Ability to successfully communicate & collaborate with a wide variety of staff members, such as technical staff, C-level leaders, special visitors and guests having diverse viewpoints, priorities and styles.


Extra Credit:


  • Past experience in a support environment in a technical organization.
  • Working knowledge of a Learning management system (LMS) (Canvas, Desire2Learn, Cornerstone, Moodle, etc.)
  • Familiarity with Windows Server and Client, Active Directory, Group Policy, domain vs workgroup.
  • Experience with Mac hardware and software, JAMF Pro, OSX and mobile platforms iOS and Android.

Vectorworks Inc. is an Equal Opportunity/Affirmative Action Employer


Join our team

Vectorworks Inc. is a global design software company targeting entertainment, architecture and landscape industries with enterprising and intuitive solutions that allow users to create without limits.


We're building something that people use every day. You’ll be challenged. You’ll be inspired. Together, we work hard, we play hard, and are driven by a nonstop curiosity to explore, experiment and innovate. It takes a lot of hard work and support from colleagues around the world — an entire team united behind something big, something that helps shape the future of design. 

Learn more about life at Vectorworks:

A Year Apart

How Vectorworks Employees Stay Productive

Vectorworks Volunteers



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