Senior IS Technician
GHD

Job Description

At GHD, we don't just believe in the power of commitment, we live and breathe it every day.

That's why we pledge to support and empower all of our people to make a positive impact when working hand in hand with our business to drive change. We'll help you accelerate your career and empower you with the right technology and training as you bring ideas and projects to life.

Together with your colleagues, clients and partners, you'll make an impact that is felt by all. See where your commitment could take you.

Who are we looking for?

We are currently seeking a highly motivated Senior IT Technician to join our Northeast team in Harrisburg, PA

In an ever changing world, it requires creativity and innovation to stay ahead.

We're seeking the curious, those who are stimulated by fresh thinking and a desire to shape our communities in new, positive ways.

As part of a truly global team, working on complex and rewarding projects, you'll be at the forefront of driving change. See what the power of commitment can do for you.

Working with an energetic and high performing team, this position offers a variety of work and will see you involved in:

Client Service

• Provide consistent professional, friendly and helpful interactions with clients at all levels
• Effective diagnosis and resolution of client issues to minimize recurrence
• Keep clients up to date of progress of their issues
• Develop good relationships with all clients across your region including key managers
• Take opportunities to educate and coach clients to increase their technical skills and encourage self-service
• Portray a positive image for IS by maintaining dress code, personal hygiene and communication standards

Technical Support & Service

• Complete assigned tasks via the ticketing system, manager and other sources to meet or exceed service levels
• Accurately update and/or log all tasks/client requests in the ticketing system
• Effectively prioritize tasks to ensure service levels/deadlines are met
• Take a lead role in managing the teams ITSM queues, including queue management and aged ticket management
• Take a lead role when matters are escalated to ensure speedy resolution and minimal impact
• Assist with the management of asset stock, including ordering requirements communicated with your manager and disposal/recycling collection
• Complete assigned new starter activities to ensure positive new employee experience
• Take a lead role in projects such as office set ups, office moves etc. as directed by your manager
• Maintain integrity and governance by adhering to standard service desk procedures and IS security protocols
• Continually build your knowledge & understanding of GHD's business and technologies and keep up to date on industry trends and technologies

Team Work & Communication

• Keep your manager updated on job status, IS risks and issues and other relevant information
• Escalation and communication of incidents to other relevant internal IS teams
• Build productive and collaborative relationships with other team members and other IS teams
• Work collaboratively with service desk and leverage their support, share knowledge
• Assist other team members when you can to manage workload and priorities, share knowledge
• Seek continuous improvement opportunities and raise with your manager and service delivery team members

What you will bring to the team:

• Strong technical knowledge of GHD operating systems, key hardware and software applications
• Knowledge of network cabling and TCP/IP networks, Active Directory
• Knowledge of Azure Active Directory, User and Computers, Security Groups, Microsoft 365 is highly desirable
• Excellent client service skills
• Strong analysis and problem solving skills
• Strong communication skills (verbal and written)
• Team player, strong desire to learn, resilient, proactive
• Flexibility with work hours and travelling to other locations if required
• A Bachelor's Degree Computer Science/Information Technology or equivalent experience
• Minimum 3 years experience in a helpdesk/desktop support role or similar in a large and/or global professional services organization
• Industry Certification (ie ITIL, MSCE) would be desirable

#LI-RM1

As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, creed, religion, national origin, citizenship, color, sex, sexual orientation, gender identity, age, disability, marital status or veteran status.

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