End User Support Technician

Job Summary

This role provides technical assistance and resolution as necessary, with strong emphasis on customer support, teamwork, and urgency.

Key Responsibilities

• Troubleshoot hardware and technical incidents.
• Update and resolve tickets assigned individually or within a group queue, providing timely resolutions and customer support.
• Provide support to customers seeking technical assistance in person or remotely.
• Perform inventory of devices and track and maintain their assignment to customers.
• Resolve tickets in the ServiceNow Support queue, meeting department specifications.
• Provide a high level of customer support through detailed documentation in the ticketing system.
• Aid customers with installation of new software packages, based on licensing requirements.
• Aid in new hire desk setups and office/department move equipment connection.
• Partner with IT Service Owners for the resolution of complex issues.
• Provide accurate information on IT products and/or services and their availability.
• Follow up with customers and provide updates on request status.
• Document resolution steps for recurring issues in the knowledge base.
• Participate in Problem and Change management processes as necessary.
• Provide tier-1 AV hardware troubleshooting and on-site connection/presentation support as requested.

Required Skills

• Knowledge of computer hardware and operating systems.
• Analytical and well-organized.
• Good communication skills, written, verbal, and listening.
• Able to work well independently as well as in a group.
• Must be a self-starter.

Education Requirements

• A High School Diploma/GED is required.

Work Environment / Physical Requirements

• This position supports a federal project and is subject to federal drug testing requirements. All candidates must successfully pass a drug test as a condition of engagement.

About the Client

• This client is a 100% employee-owned infrastructure engineering, architecture, and construction firm that has been building critical infrastructure for more than 125 years.
• Headquartered in Kansas City, Missouri, and operating from 75 offices across the country and internationally, the organization has grown to more than 14,500 employee-owners generating over $7.4 billion in annual revenue, serving sectors including energy, aviation, water, telecommunications, transportation, and healthcare.
• Every full-time employee is an owner through an Employee Stock Ownership Plan (ESOP), a structure that aligns professional incentives with company performance and has earned the firm consistent recognition as a Glassdoor Best Places to Work.
• Teams span civil and structural engineers, architects, environmental scientists, construction managers, and program management professionals who engage with complex, consequential, and often one-of-a-kind projects.

About GTT

• This is a CONTRACT opportunity — no promises for extensions or conversion.
• Immediate start preferred; hiring manager is moving quickly to fill this role.

Important Notes

• This is a CONTRACT opportunity — no promises for extensions or conversion.
• Immediate start preferred; hiring manager is moving quickly to fill this role.