Job Description

As the Help Desk Coordinator at HLB Lighting Design, you'll be the central point of contact for technical support across our creative and operational teams--both in the U.S. and internationally. You'll play a vital role in ensuring our designers, project managers, and studio staff have uninterrupted access to the tools and systems they need to bring light to life. This role blends technical expertise with a service-first mindset, supporting a dynamic, design-driven environment.

Key Responsibilities

Global IT Support

Provide first-line technical assistance to HLB Lighting Design offices across North America and abroad, resolving hardware, software, and connectivity issues with speed and professionalism.

International Collaboration

Coordinate with global studio teams to ensure consistent IT support across time zones, adapting to regional needs and cultural nuances.

Help Desk Management

Monitor and respond to support requests via ticketing systems, email, and phone. Prioritize and escalate issues as needed, ensuring timely resolution and clear communication.

Knowledge Sharing

Develop and maintain internal documentation, FAQs, and training resources to empower users and reduce recurring issues.

Flexible Coverage

Support international offices by adjusting coverage windows and collaborating with regional IT contacts to maintain continuity.

Performance Tracking

Support the analysis of help desk metrics to identify trends, improve workflows, and report on service levels to leadership.

System Maintenance

Assist in deploying updates, patches, and upgrades across HLB's network of studios and remote teams.

Qualifications / Education and Experience

5 years' experience in help desk or IT support roles, ideally within experience within the AEC industry. Associate degree or equivalent combination of education and experience. Experience in an architecture, engineering, or design firm, a plus. Comp TIA A+ Certification, a plus Strong communication skills with the ability to support users of varying technical backgrounds. Familiarity with ticketing systems and remote support tools. Ability to work across cultures and time zones with empathy and adaptability. Organized, proactive, and comfortable juggling multiple priorities.

Physical Requirements

Repetitive motions

: The ability to perform repetitive tasks such as typing

Sitting:

Working at a computer for long periods, which may require taking breaks to rest and refresh the eyes

Stooping/Crouching:

Bending body downward and forward at the waist

Kneeling:

Bending legs at the knee to rest on knees

Crawling:

Moving about on hands and knees or hands and feet

Climbing:

Ascending or descending ladders, stairs, or ramps

Standing and Walking:

Staying on one's feet for extended periods, which can be necessary for troubleshooting

Reaching and Pushing/Pulling:

Moving objects within a workspace

Lifting and Carrying:

The ability to lift and carry equipment, which may include computers or other hardware

Hearing and Seeing:

The ability to hear and see in the work environment

Compensation

$68,800 to $84,300





The final agreed upon compensation is based on cost of living, individual education, qualifications, and experience.





Benefit Clause: Includes but not limited to Medical, Dental & Vision plans, flexible spending account, 401(k) plans, life & AD&D insurance, short/long term disability plans, holidays, and paid time off.



Horton Lees Brogden Lighting Design is an internationally recognized design firm focused on architectural lighting, including electric lighting and daylighting, for both interior and exterior environments. We are inspired by the artistry of light and its impact on the natural and architectural environment. We infuse our core values of artistry, legacy, curiosity, balance, and integrity into every project. We thrive with intriguing projects that engage us conceptually and challenge us technically. We seek to enhance our clients' experiences and create a legacy of design that respects its environment and promotes a better future. Our services are customized to provide the best lighted environments to meet our clients' needs.



HLB is a collaborative firm that values flexibility and work/life balance filled with dynamic people whose enthusiasm for what we do infuses both our professional and personal lives. We are driven by an experienced team that is rewarded for its originality, commitment, and leadership. Our principals are engaged in every project from concept to commissioning to ensure the clients' needs are realized at every step. Our design and technical experts hail from many parts of the world and form the basis for HLB's proven ability to produce outstanding, award-winning designs.



As designers, we promote a positive vision of the future, based upon the belief that many of the environmental problems we face are design challenges. We believe a successful project starts with a collaborative mind-set in support of a common goal: to achieve energy-effective, high-quality environments for owners through intelligent lighting design, design that holistically integrates daylight with supplemental light and controls. Our designers work closely with owners and architectural teams to optimize the integration and control of natural and electric lighting for energy-effective designs of the highest excellence.



We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed (which includes religious dress and grooming practices), color, citizenship, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, familial and marital status, sex (which includes pregnancy, childbirth, breastfeeding, and related conditions), gender, gender identity, gender expression, age, sexual orientation, military or veteran status, domestic victim status, caregiver status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. Horton Lees Brogden Lighting Design takes affirmative action in support of its policy to and advance in employment individuals who are protected veterans and individuals with disabilities.