IS Technician

GHD•Houston, TX

7d•Onsite

About The Position

Join a global professional services leader. We are committed to solving the world’s biggest challenges in the areas of water, energy and urbanization. We are currently looking for an IS Service Delivery Technician to join our Information Services team in the US Midcontinent region. In this role, you will provide onsite and remote IT support for GHD’s staff. If you are looking to continue your career in IT, consider this exciting opportunity based in Houston, TX Specific responsibilities will include: Provide technical support for requests made by clients 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 Installation & control of approved software applications being used by the company Troubleshoot and resolve issues related to software, hardware, mobility, printers, etc Troubleshoot and resolve network related issues, escalating to other IS teams where relevant Effective diagnosis and resolution of client issues to minimize recurrence Effectively prioritize tasks to ensure service levels/deadlines are met Follow IS and company procedures and adhere to IS Security, administration, access controls etc. Perform asset management activities, both hardware and software in accordance with GHD policies and procedures Keep your manager updated on job status, potential issues and other relevant information Report identified risks to your manager in accordance with the GHD Risk Management Framework Escalation and communication of incidents to other relevant internal IS teams Work collaboratively with the helpdesk and build productive and supportive relationships with other IS teams Ensure that all issues logged are tagged, tracked and resolved at the earliest to minimize downtime Maintain integrity and governance by adhering to standard service desk procedures and IS security protocols Maintain professional, friendly and helpful interactions with clients at all times Build good relationships with clients in your office/region 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 Continually build your knowledge of GHD’s business and technologies and keep up to date on industry trends and technologies

Requirements

Requires a solid understanding of: Windows 10 and 11 desktop environment and troubleshooting in a global corporate environment
Ticketing systems; service desk escalations
PC Imaging and hardware troubleshooting
Microsoft Office products
Azure Active Directory and other Azure services
Mobile device configuration
Basic knowledge of network systems
Excellent Time Management and Organization Skills
Excellent Written and verbal communication abilities
Positive attitude with ability to communicate with users of varying expertise and seniority
Valid driver's license to travel to other GHD office locations as needed

Nice To Haves

Undergraduate degree – preferred.
1-3 years of experience in an IT support role – preferred.

Responsibilities

Provide technical support for requests made by clients
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
Installation & control of approved software applications being used by the company
Troubleshoot and resolve issues related to software, hardware, mobility, printers, etc
Troubleshoot and resolve network related issues, escalating to other IS teams where relevant
Effective diagnosis and resolution of client issues to minimize recurrence
Effectively prioritize tasks to ensure service levels/deadlines are met
Follow IS and company procedures and adhere to IS Security, administration, access controls etc.
Perform asset management activities, both hardware and software in accordance with GHD policies and procedures
Keep your manager updated on job status, potential issues and other relevant information
Report identified risks to your manager in accordance with the GHD Risk Management Framework
Escalation and communication of incidents to other relevant internal IS teams
Work collaboratively with the helpdesk and build productive and supportive relationships with other IS teams
Ensure that all issues logged are tagged, tracked and resolved at the earliest to minimize downtime
Maintain integrity and governance by adhering to standard service desk procedures and IS security protocols
Maintain professional, friendly and helpful interactions with clients at all times
Build good relationships with clients in your office/region
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
Continually build your knowledge of GHD’s business and technologies and keep up to date on industry trends and technologies