Senior IS Technician

Harrisburg, Pennsylvania

Posted in Engineering

Job Info

Job Description

Join a global professional services leader. We are committed to solving the world's biggest challenges in the areas of water, energy and urbanization.

Ready to grow your career within the technical support stratosphere? Look no further! As a Senior 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.

As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process. This role will sit within the Harrisburg, PA office.

Key Duties and Responsibilities:

  • Provide consistent professional, friendly and advantageous interactions with clients at all levels
  • Effective diagnosis and resolution of client issues to minimize recurrence
  • Keep clients up updated on progress of their issues
  • Develop good relationships with all clients across your region including key managers
  • Take opportunities to educate and mentor 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
  • Complete work you're leading via the ticketing system, manager and other sources to meet or exceed service levels
  • Accurately update and/or log all tasks/client requests via proper channels
  • Optimally prioritize tasks to ensure service levels/deadlines are met
  • Lead in the development of the teams ITSM queues, including queue management and aged ticket management
  • Complete assigned new starter activities to ensure positive new employee experience
  • Lead various projects such as office set ups, office moves etc. as advised 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
  • Partner concern and communication of incidents to other relevant internal IS teams
  • Build productive and cohesive unions with team members and other IS teams
  • Assist other team members when you can to lead workload and priorities, share knowledge
  • Seek continuous improvement opportunities and raise with your manager and service delivery team members
Skills, Abilities, & Qualifications:
  • A Bachelor's Degree Computer Science/Information Technology or equivalent experience
  • Minimum 5 years experience in a helpdesk/desktop support role or similar in a large organization
  • Industry Certification (ie ITIL, MSCE) would be desirable
  • Knowledge of network cabling and TCP/IP networks, Active Directory
  • Knowledge of Active Directory, User and Computers, Security Groups, Microsoft 365 and Microsoft Azure is highly desirable
  • Strong analysis and problem solving skills
  • Good interpersonal skills (verbal and written)
  • Phenomenal teammate, strong desire to learn, resilient, proactive
  • Flexibility with work hours and travelling to other locations if required

About Us

Why GHD?

Being the best we can be is in our culture.
We are a family of smart, innovative and creative problem solvers. In our employee-owned company, everything feels like it matters more. Challenge us and help us come up with new solutions to ensure water, energy and urbanisation are made sustainable for generations to come.

More about Life and Work @GHD

Our commitment to you

Commitment is a powerful word that defines how we do business, how we serve our clients and how we care for one another. We will support your needs by giving you the tools to do your best work and then recognise achievements. We will set your curiosity free to allow brilliant minds to do their best work. We will invest in new ideas, removing barriers where we can. Finally, we will encourage you to collaborate with thousands of diverse people across our global business.

Our Commitment to you

Who we are

We are committed to solving the world's biggest challenges in the areas of water, energy and urbanisation. GHD is a global professional services company that is a leader in engineering, construction and architectural expertise. Established in 1928, we remain wholly owned by our people. We are 10,000+ diverse and skilled individuals, yet we are proudly 'One GHD' across more than 200 offices, spanning five continents - Asia, Australia, Europe, North and South America, and the Pacific region. Delivering extraordinary social and economic outcomes, we are passionate about building lasting relationships with our partners and clients.

GHD Expertise and Service Lines

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