Onsite Support Technician - Kennesaw, United States - WSP
Description
WSP wishes to be a leader in the quality of IT service offered to its employees by providing them a varied but unified support structure consisting of a remote service desk, a self-service portal, and an on-site support team whose main mission is to respond to IT needs directly in the workplace.
As an On-Site Support Technician, you will be an empathetic problem-solver on the frontlines of WSP's business, enabling our employees with direct IT support.
Responsibilities:
Independently manage, prioritize and respond to IT incidents and requests, at your assigned office and during regular visits to offices in the region where you are located.
Train employees on best practices in regard to standard office software, audio/video, printers, Wi-Fi, docking stations, networking, etc.
Work together as needed with escalation teams to resolve priority employee needs.
Identify and document recurring problems, make recommendations for corrective measures, and participate in the prescribed implementation or communication plans.
Collaborate with specialized support teams (server, network, security, etc.) to ensure the resolution of complex incidents and the maintenance of infrastructure equipment.
Develop collaborative relationships with office managers to better understand their IT challenges and work with your IT leader to address these needs as effectively as possible.
Monitor, report and contribute to the resolution of problems related to shared IT services (audio/video, printers, Wi-Fi, cabling, docking stations, networking, etc.).
Maintain the inventory of IT assets in the CMDB rigorously.
Remotely resolve IT incidents from assigned offices if not scheduled to be on-site.
Participate in computer performance testing, reporting, and documentation.
Contribute to the documentation of IT incident resolution process improvement.
Participate in the development of long-term strategies and planning for the future needs of IT services.
Other tasks as assigned.
Required Qualifications:
2 to 5 years of experience as a level 2 support technician
HS Diploma or GED
A very strong desire to serve and help others.
A patient and empathetic listener
A problem-solver who owns employee resolution, even when working with others.
A marked interest and a great curiosity towards information technologies.
Able to communicate clearly, both orally and in writing.
Independently manage priorities and employee expectations.
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Preferred:
Degree or certificate in computer science or other computer-related discipline.
A+, Network Plus or Help Desk Institute certification.
Proficiency in Microsoft Office 365 and common office tools/software.
Familiarity with Engineering applications such as Bentley, Autodesk, or ESRI.
Proficiency with ticketing software such as ServiceNow and associated ITIL processes.
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About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets.
With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs.Employees are also 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.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?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.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services.
Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand.
Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.