IT On-Site Support Technician

Job Description

WSP wishes to be a leader in the quality of IT service offered to its users by offering them a varied but unified support structure consisting of a remote help desk, tech bars, a self‑service portal, and several on‑site technicians whose main mission is to respond to IT needs that require a physical presence in the various locations of the company.

This position is made for those who like to be on the field and constantly in the heat of the action!

• Respond to IT incidents and requests at the main office and during visits to other offices in the region.
• Transfer requests and incidents to a more specialized level of support when necessary.
• Identify and document recurring problems, make recommendations for corrective measures, and participate in their implementation when possible.
• Collaborate with administrators and analysts (server, network, security, etc.) to resolve complex incidents and maintain infrastructure equipment.
• Develop collaborative relationships with office managers to better understand IT challenges and work with the IT leader to address these needs effectively.
• Participate in office deployment, relocation, and renovation projects.
• Monitor, report, and contribute to the resolution of problems related to shared IT services (audio/video, printers, Wi‑Fi, cabling, networking, etc.).
• Occasionally prepare and replace computer workstations when the local group cannot respond within the required time.
• Maintain the inventory of IT assets in the CMDB rigorously.
• Help resolve IT incidents remotely when necessary.
• Participate in computer performance testing, reporting, and documentation.
• Contribute to the documentation of IT incident resolution processes.
• Participate in the development of long‑term strategies and planning for future IT service needs.

• A very strong desire to serve and help users.
• A marked interest and great curiosity towards information technologies.
• Excellent communication skills, both oral and written.
• Ability to manage priorities and customer expectations.
• 2 to 5 years of experience as a level 2 support technician.

• Degree or certificate in computer science or another related discipline.
• Certification such as A+, Network+ or Help Desk Institute.
• Proficiency in Microsoft Office 365 and common office tools/software.
• Knowledge of Service Now.
• Knowledge of ITIL processes.

The selected candidate must be authorized to work in the United States.

WSP provides a comprehensive suite of benefits focused on health and financial stability throughout the employee’s career. These include coverage related to medical, dental, vision, disability, and life insurance; retirement savings; paid sick leave; paid vacation or other personal time; paid parental leave; and paid time off for bereavement, voting, and attending naturalization proceedings.

Expected salary (all locations): $57,800.00 – $89,400.00. The range is based on the applicant’s education, experience, knowledge, skills, and geographic location. WSP reserves the right to pay more or less than the posted range.

WSP USA is an Equal Opportunity Employer. Race, Color, Age, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, Veteran Status, and any other status protected by local, state, and/or federal law are not grounds for discrimination.