Service Desk Senior Specialist

Wiss, Janney, Elstner Associates Inc. (WJE) is a global firm of engineers, architects, and materials scientists committed to helping solve, repair, and avoid problems in the built world and construction industry. Since 1956, our applied experience from more than 175,000 projects and our state-of-the-art laboratory and testing facilities have made WJE a leader in providing innovative yet practical solutions to the clients we serve.

From historic preservation to post-disaster safety assessments, we respond to the most challenging problems in the built world.

Position Summary:

This supports 750+ staff members throughout the US and internationally, in office and in the field. The Service Desk Senior Specialist responds to requests for assistance, troubleshoots, and resolves complex user IT issues.

Typical Functions:

Technical Support

* Deliver seamless end-user support with efficient tracking and documentation

* Troubleshoot complex and escalated hardware and software issues, including desktops, laptops, printers, phone systems, and peripherals

* Provide root-cause analysis to help improve organizational efficiency and productivity

User and System Administration

* Lead software deployments, hardware rollouts and network enhancements

* Lead maintenance and administration of Microsoft Office 365, network devices, and cloud-based services

* Email and System administration, management, and configuration using Microsoft Exchange Server and Mimecast, SCCM, Intune and other various infrastructure applications

* Perform infrastructure enhancements using Crowd Strike and Zscaler

* Set up server hardware and software

* Assist with WAN/LAN issues in collaboration with Operations Infrastructure team

* Assist Information Security team when appropriate

* Research and apply new technologies to improve efficiency and productivity

Documentation and Training

* Create and update technical documentation, including user guides and knowledge base articles

* Conduct technology training sessions for end users

* Provide mentorship, and guidance to Junior IT staff

Security and Compliance

* Ensure compliance with security policies, industry standards, and regulatory requirements where applicable

* Participate in audits and testing

Requirements:

* Associate degree in Information Technology, Computer Science, or equivalent experience required; bachelor's degree preferred

* 8-10 years working in a service desk environment

* Excellent problem-solving skills, and the ability to lead technical initiatives

* Strong communication skills to work with technical and non-technical staff

* Industry certifications such as CompTIA A+, Network+, or Microsoft Desktop are a plus

Culture, Compensation, and Benefits:

Wiss, Janney, Elstner Associates, Inc. (WJE) is a global firm of engineers, architects, and materials scientists. Clients worldwide seek our expertise to solve the most significant, interesting, and challenging problems in the built world. Our applied experience from more than 175,000 projects combined with unparalleled laboratory and testing capabilities have made WJE a leader in providing innovative yet practical solutions to the clients we serve.

Working at WJE is a team endeavor characterized by a culture of trust and personal responsibility. We encourage open communication, continuous learning, innovative thinking, ongoing mentoring, and free-flowing collaboration. We seek highly talented and hard-working individuals who want to be challenged, who want hands-on work, who want to set a higher standard, and who want to be mentored by the industry's most accomplished experts.

People with outstanding Character, unwavering Commitment to our core and culture, strong Expertise, and genuine Enthusiasm for their work.

Learn more about the Extraordinary People we hire at WJE at

WJE offers a robust, total compensation structure, where the hourly rate is just one component of an employee's annual earnings. Additionally, employees may be eligible to receive overtime and variable compensation based on personal and company performance, often resulting in above-market annual earnings. Actual hourly rate will be based on several factors including consideration for a…