IT On-Site Support Technician

Job Description

WSP wishes to be a leader in the quality of IT service offered to its users by providing a versatile yet unified support structure that includes a remote help desk, tech bars, a self‑service portal, and on‑site technicians. This position is ideal for individuals who enjoy working in the field and handling tasks that require a physical presence at our various office locations.

• Respond to IT incidents and requests at the main office and during visits to regional offices.
• Escalate requests and incidents to a higher level of support when necessary.
• Identify and document recurring problems, recommend corrective measures, and help implement them when possible.
• Collaborate with administrators and analysts (server, network, security, etc.) to resolve complex incidents and maintain infrastructure equipment.
• Build relationships with office managers to understand their IT challenges and work with the IT leader to address these needs effectively.
• Assist in office deployment, relocation, and renovation projects.
• Monitor, report on, and help resolve issues related to shared IT services (audio/video, printers, Wi‑Fi, cabling, networking, etc.).
• Occasionally prepare and replace computer workstations when the local group responsible for hardware preparation cannot meet the required time frame.
• Maintain the inventory of IT assets in the CMDB rigorously.
• Provide remote assistance for IT incidents when necessary.
• Participate in computer performance testing, reporting, and documentation.
• Contribute to the documentation of IT incident resolution processes.
• Take part in developing long‑term strategies and planning for future IT service needs.

• A strong desire to serve and help users.
• A marked interest and curiosity about information technologies.
• Clear oral and written communication skills.
• Ability to manage priorities and set customer expectations.
• 2 to 5 years of experience as a Level 2 support technician.

• Degree or certificate in computer science or a related discipline.
• Relevant certifications such as A+, Network+, or help‑desk institute credentials.
• Proficiency with Microsoft Office 365 and standard office software.
• Knowledge of Service Now.
• Understanding of ITIL processes.

WSP provides a comprehensive benefits package that includes medical, dental, vision, disability, and life coverage; retirement savings; paid sick leave; paid vacation; paid parental leave; and paid time off for bereavement, voting, and naturalization proceedings.

Expected Salary (all locations): $57,800.00 - $80,000.00. WSP USA reserves the right to adjust compensation within the posted range based on experience, education, skills, and geographic location.

WSP USA is an Equal Opportunity Employer. Race, Age, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, or Protected Veteran Status shall not be a factor in the selection of applicants for employment.

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