In the ever-evolving landscape of information technology (IT), the site support analysts at Hill International, Inc. stand as unsung heroes. These dedicated professionals are an integral part of our IT infrastructure’s support system, helping ensure that each of their colleagues around the world has the tools and support they need to thrive in their roles. Today, on National IT Professionals Day, we’re proud to shine a spotlight on the day-to-day life and mission-critical work of our site support analysts and the extraordinary lengths they go in supporting our project teams and clients.

Morning Routine: Preparing for Success

The day begins with a thorough check of the IT Department’s support ticket system. Analysts like Krystian Gerszewski and Richard Rebori, based in Warsaw and Philadelphia respectively, prioritize urgent issues that may have arisen overnight and work to seamlessly deploy any critical system updates or patches, minimizing disruptions to our global workforce.

Midday Challenges: Going Above and Beyond

As the day progresses, Philadelphia-based Katie Sheetz and Orlando-based Miguel Gutierrez Garcia tackle a variety of challenges. From troubleshooting network issues to assisting with hardware installations, no two days are the same. They exemplify the Hill values of expertise and innovation, leveraging years of experience and a nimble, problem-solving approach to adapt and overcome any challenge with skill and grace.

While much of the analysts’ daily work is backend, all of it has an impact on front-line operations. For example, Benjamin Aboudi, who works in Philadelphia, once received a call from a project manager stranded at a remote job site. The manager’s laptop had failed. A critical deadline loomed. If the deadline went unmet, our client’s project would suffer. Benjamin quickly coordinated with the local IT team, arranged for a replacement laptop to be delivered within hours, and helped keep the project on track.

Afternoon: Empowering Our Teams

In the afternoon, analysts like Muhsin Muhammed often focus on proactive measures. This includes conducting IT workshops that empower employees to resolve minor issues independently and use technology more effectively. Workshop sessions not only reduce the volume of support tickets but also foster a culture of learning and self-sufficiency.

Evening Reflection: The Impact of Excellence

As the day winds down, our site support analysts can reflect on the impact of their work. With their commitment to excellence and customer service, these professionals don’t just solve technical problems—they enable every member of Hill International to perform at their best, contributing to the success of our global operations.

Embracing the Future: The Commitment to Continuous Learning

Throughout their day, site support analysts dedicate time to continuous education and skill enhancement. The technological landscape shifts rapidly, and maintaining a competitive edge necessitates a proactive approach to learning. Faced with novel cybersecurity risks or the advent of groundbreaking tech trends, our analysts are committed to broadening their expertise to make certain they can provide the highest level of service to the Hill organization.

24/7 Synergy: Site Support Analysts at the Heart of the Hill Team

Site support analysts at Hill are the catalysts in a vast network of collaborative efforts that take place, literally, around the clock. Working hand-in-hand with various departments across the world’s time zones, providing technical support, and sharing their expertise to enhance overall productivity, our analysts’ impact extends well beyond immediate IT concerns. These professionals work at the heart of a collaborative ecosystem, where their technical acumen and problem-solving skills contribute significantly to the success of the global Hill team. Their ability to work across departments and unite different areas of expertise is a testament to their integral role in the company’s operations.

Interactions with project teams regularly punctuate their days , during which our analysts offer critical IT support that helps meet project milestones without technical hitches. They also partner with Hill’s Human Resources (HR) Department to continuously improve the onboarding process for new hires, helping ensure that each employee has the tools and access they need from day one. Additionally, they participate in regular security audits and implement best practices with Hill’s security team to maintain and enhance the company’s cybersecurity posture.

Moreover, site support analysts play a vital role in high-level strategic initiatives, often joining forces with senior management and cross-functional teams to drive innovation and improve IT services across the organization. Analysts’ input is invaluable in decision-making processes, where their on-the-ground insights lead to more informed and effective strategies.

Plus, site support is a great breeding ground for specialized talent for us. A number of senior leaders or professionals in specific tech roles got their start as a key site support team member.

Thank you to Hill’s tremendous team site support analysts, and happy National IT Professionals Day to you and the rest of our IT Department. Your hard work, dedication, expertise, and innovation are crucial to our company’s continued success and the success of our clients’ projects.

About the Author

Hill Senior Director of Global Technical Services & Infrastructure Vincent Pastino is an accomplished technology executive with a talent for building and guiding top-tier engineering and IT teams. With strong leadership, communication, and analytical abilities, Vincent drives organizational transformation through optimized personnel, processes, and technology, as well as his championing of continuous improvement. To learn more about Hill’s IT Department, reach out to Vincent at [email protected]. To review available opportunities on Hill’s IT team, please visit our careers page here: https://www.hillintl.com/careers.