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 unified support structure that includes a remote help desk, tech bars, a self‑service portal, and on‑site technicians. These technicians respond to IT needs that require a physical presence at the various company locations. This position is ideal for those who thrive on being 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 regional offices.
• If necessary, transfer requests and incidents to a more specialized level of support.
• Identify and document recurring problems, recommend 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 understand IT challenges and work with your IT leader to address these needs efficiently.
• Participate in office deployments, relocations, and renovation projects.
• Monitor, report, and contribute to resolving problems related to shared IT services (audio/video, printers, Wi‑Fi, cabling, networking, etc.).
• Occasionally prepare and replace computer workstations when local groups 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 documentation of IT incident resolution processes.
• Participate in developing long‑term strategies and planning for future IT service needs.
• Other assigned tasks.

• Strong desire to serve and help users.
• Marked interest and curiosity towards information technologies.
• Clear oral and written communication skills.
• Ability to manage priorities and customer expectations.
• High School Diploma.
• 5 years of relevant experience.
• 2 to 5 years of experience as a Level 2 support technician.

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

Employees are afforded a comprehensive suite of benefits, including medical, dental, vision, disability, life, and retirement savings, focused on providing health and financial stability throughout the employee’s career.

WSP USA (and all of its U.S. companies) is an Equal Opportunity

Employer:

Race, Age, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, or Protected Veteran Status.

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