Senior Technical Support Specialist

Gannett Fleming • Mechanicsburg, PA

122d • $70,000 - $90,000 • Remote

About The Position

GFT is seeking a Senior Technical Support Specialist to join our IT Services team! This role can be fully remote, however candidates must reside in the United States. GFT's Shared Service Services team, which includes Human Resources, Legal, Accounting & Finance, IT Services and Marketing & Communications, is essential for managing and supporting the company's global operations. Shared Services is part of a broader strategy to transform the business and improve efficiency. The support of this amazing team of professionals is the backbone of our ability to deliver infrastructure consulting and design services.

Requirements

• 5+ years of experience with desktop support environments, end user support, and customer service
• Experience supporting end users with Windows 10, Windows 11, and Microsoft Office/365 applications
• Experience troubleshooting both hardware and software issues for end users
• Ability to build positive working relationships with end users and your team
• Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
• Ability to meet critical deadlines in a dynamic, rapidly changing environment
• Self-motivated, resourceful, productive in teams as well as when working independently
• Ability to move between tickets and other duties quickly and efficiently with excellent organizational and time management skills
• Experience handling a high volume of transactions
• Track record of successful high-impact decision making

Nice To Haves

• Previous experience as an end user support technician within the AEC (Architecture, Engineering, Construction Management) firm highly preferred
• Experience with Mac OS X
• Intermediate networking knowledge
• M365 administration
• Video conferencing software and systems
• One Drive
• Microsoft SCCM
• Microsoft Active Directory
• Microsoft Exchange
• Microsoft InTune
• Project Management Frameworks
• PowerShell Scripting
• ITIL Principles and Processes
• FreshService Ticketing System
• Engineering specific software - i.e. AutoCAD, BIM, Microstation, etc.

Responsibilities

• Use excellent customer service skills to support end users on a variety of technical computer-related issues, including software and hardware failures
• Respond to calls for breaks/fixes, moving/relocating new setup of equipment, etc.
• Identify, research, and resolve technical problems
• Escalate issues to appropriate teams as needed
• Ensure the timely resolution and documentation of all assigned tickets in ticketing system
• Create and maintain accurate documentation through IT procedures and knowledge articles
• Document every correspondence with end-users clearly and concisely in service desk system
• Deliver timely, accurate and actionable information to support teams as appropriate
• Improve upon and refine customer service knowledge and techniques through ongoing training
• Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries
• Use various systems concerning issue tracking, end user account management, inventory, and procurement
• Available for occasional on-call support as-needed (rotational)
• Overnight travel to GFT offices may be required
• Routinely lift to 50 pounds from the floor, access constricted IT infrastructure working spaces, crawl under/between desks for configuring and supporting workstations

Benefits

• Hybrid (in-person and remote) work environment
• Comprehensive benefits package including wellness programs, parental leave, and pet insurance, in addition to medical, dental, vision, disability, and life insurance
• Tax-deferred 401(k) savings plan
• Competitive paid-time-off (PTO) accrual
• Tuition reimbursement for continued education
• Commitment to professional development, access to internal and external training programs, and support of active participation in professional organizations
• Incentive compensation for eligible positions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services