Senior Technical Support Specialist

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.

What you'll be challenged to do:
The Senior Technical Support Specialist will serve as a source of technical support to our user base for data, voice, audio/video, hardware, and software as well as a Subject Matter Expert and a technical resource for their teammates. We are looking for a candidate whose passion for people and technology will help us continue to innovate and add value to the company.

In this capacity, the successful candidate will be responsible for the following:

• 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.

• 5+ years of experience with the follwoing:
  • 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

• Previous experience as an end user support technician within the AEC (Architecture, Engineering, Construction Management) firm highly preferred
• Experience with the following:
  • 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.

At GFT, a privately held AEC firm, we innovate where transportation, water, power, and buildings converge. We call this the Infrastructure of Life. We measure our success by the strength of our relationships - that's why we're the employer of choice for 5,000+ of the industry's brightest engineers, planners, architects, inspectors, designers, and more.

Our clients choose us for our expertise and prefer us for our nimble approach, creativity, and personal touch. Backed by over a century's experience, together we're building a lasting legacy for future generations: stronger communities, a healthier planet, and better lives.

GFT: Ingenuity That Shapes Lives is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veterans' status or other characteristics protected by law.

Unsolicited resumes from third party agencies will be considered the property GFT.

Location: Nationwide
Core Business Hours: 8:00 AM - 5:00 PM
Employment Status: Full-Time
Salary Range: $70,000 - $90,000

Application Deadline Date: 9/28/2025
Salary dependent upon experience and geographic location

GFT does require the successful completion of a criminal background check for all advertised positions.

"California Applicants"
Applicants in the County of Los Angeles - Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Applicants in the City of San Francisco - Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Applicants in the State of California - Qualified applications with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act.

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