IS Technician

GHD•Harrisburg, PA

About The Position

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? Ready to grow your career within the technical support stratosphere? Look no further! As an IS Technician you will lead all aspects of client focused technical support and customer service on supported technology, applications and platforms to enable delivery of work to GHD's clients. The individual within this opportunity will function as an escalation point within the team, perform coordination functions, and take a lead role in projects and initiatives in your region. 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:

Requirements

Undergraduate degree - preferred.
1-3 years of experience in an IT support role - preferred.
Requires a solid understanding of: Windows 11 environment and troubleshooting in a global corporate environment
Ticketing systems; service desk escalations
PC Imaging and hardware and software troubleshooting
Microsoft Office products
Azure Active Directory and other Azure services
Mobile device configuration
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

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.