Help Desk Technician – CMiC Software

Role Summary

The Help Desk Technician – CMiC Software provides frontline application support for CMiC Construction Management software, assisting end users with system access, navigation, configuration, and day-to-day process issues. This role serves as a key liaison between business users and IT, ensuring timely resolution of incidents, accurate user access management, and effective support of CMiC modules across finance, project management, and operations.

The position focuses on troubleshooting access issues, supporting business processes within CMiC, and escalating complex technical issues to internal teams or the CMiC vendor as required.

Key Responsibilities

End-User Support & Troubleshooting

• Provide first- and second-level support for CMiC users via ticketing system, email, phone, or in person.
• Troubleshoot and resolve user access issues including permissions, roles, and authentication problems.
• Assist users with CMiC navigation, functionality, and common process questions.
• Diagnose configuration issues, data entry errors, and workflow interruptions.

User Access & Security Administration

• Create, modify, and deactivate CMiC user accounts following approved access controls.
• Assign and maintain user roles and permissions aligned with job responsibilities.
• Support periodic access reviews and audits with reporting and documentation.

Business Process & Application Support

• Support CMiC modules including Financials, Job Costing, Project Management, Procurement, and Payroll (if applicable).
• Document common issues and resolutions to build a knowledge base.
• Identify recurring issues and recommend process improvements or training needs.

Incident Management & Escalation

• Log, track, and manage support tickets through resolution with clear communication.
• Escalate complex issues to internal application teams or CMiC vendor support.
• Assist with testing and validation of fixes, patches, and configuration changes.

Collaboration & Continuous Improvement

• Work closely with Finance, Project Controls, HR, and Operations teams.
• Support onboarding and offboarding activities related to CMiC access.
• Assist with system upgrades, patches, and maintenance activities.

Qualifications

Required

• Diploma or degree in Information Technology, Computer Science, Business Systems, or related field (or equivalent experience).
• 2–4 years of experience in a Help Desk, Application Support, or IT Support role.
• Experience supporting CMiC software or another enterprise ERP system.
• Experience troubleshooting user access and permissions within business applications.
• Strong customer service and communication skills.

Preferred / Nice-to-Have

• Direct experience with CMiC modules (Finance, Job Costing, Project Management).
• Experience supporting construction or project-based organizations.
• Familiarity with IT ticketing systems (ServiceNow, Jira, Freshservice).
• ITIL Foundation or similar service management training.

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