GAI Consultants is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).  To read more about this, view the EEO is THE LAW and poster supplement.

GAI Consultants will not discriminate against applicants for inquiring about, discussing, or disclosing their pay. To read more about this, view the Pay Transparency Nondiscrimination Provision.

GAI Consultants prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug screen.

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Service Desk Technician
Job Category:Information Technology
Requisition Code:2019-CRAN-002
Location:Cranberry, PA
FT / PT / TempFull Time
Hours Per Week40 hours

GAI Consultants, Inc. is seeking a Service Desk Technician to work out of our Orlando, FL office within our Data Services Group. The service technician is responsible for providing technical assistance and support related to computer systems, hardware, or software for GAI's Southeast regional offices. The technician is required to respond to basic and advanced queries, runs diagnostic programs, isolates problems, and determines and implements solutions. The position requires good technical knowledge of Microsoft environments along with effective communication skills. The position requires an individual that is customer-oriented and patient. 

GAI offers:
Excellent salary and bonus potential
Excellent Paid Time Off allowance
ESOP – GAI is employee owned
401(k) match
Competitive health and dental insurance premiums
Flexibility in work hours

Join GAI and make your mark among a team of engineering, planning, and environmental consultants that provides innovative solutions to energy, transportation, development, government, and industrial clients worldwide. 60+ years strong and 100-percent employee owned, GAI is the right place for talented and motivated individuals who seek to distinguish themselves in a company poised for unlimited growth.

Essential Duties and Responsibilities:
  • Provides technical assistance and support for incoming queries and issues related to computer systems, software and hardware.
  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source the problem.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problem. Identifies the escalation path, and refers more complex problems to supervisor or technical staff.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Follows up after repairs to insure good customer service.
  • Prepares standard statistical reports, such as help desk incident reports.
  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
  • Calls software and hardware vendors to request service regarding defective products.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Writes software and hardware evaluation and recommendation for management review.
  • Train employees on technology related topics such as software and hardware. This includes writing training documentation for internal and external employees.
  • Installs computers, software, and peripheral equipment. Relocates equipment when needed.

  • High School diploma required as well as technical school, Associates Degree or A+ Certification.  
  • Minimum one to three years of experience.  
  • Customer service training and/or experience are beneficial.                                           
  • Must have excellent skills with personal computers and current operating systems including standard Microsoft office software applications. 
  • Familiarity with design packages such as Microstation and AutoCAD are beneficial. System Center Configuration Manager experience is needed.      
  • Basic hardware troubleshooting\configuration skills required. Basic knowledge of local area networks, wide area networks and other systems. 
  • Network knowledge is required for troubleshooting.                                              
  • Must be team oriented.  
  • Have the ability to multitask.  
  • Have a willingness to learn, support and develop in a fast changing environment.  
  • Possess good organizational skills.
  • Travel and overtime is required. 

Physical Demands and/or Other Job Information (if applicable):
  • Must be able to lift and carry 50 pounds. 
  • Must be able to work in a fast paced demanding environment.