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 North Wales, 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