Senior Coordinator, Help Desk

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 onsite support team whose main mission is to independently resolve IT needs directly in the workplace. As an Onsite Support Technician, you will be an empathetic problem-solver on the frontlines of WSP's business, enabling our employees with direct IT support. This is an onsite role in Roseville, CA.

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.

• Manage and maintain a regular travel schedule for offices in your assigned region.

• Perform Change Management activities and model effective behaviors to train employees on best practices in regard to workplace technologies.

• Escalate and collaborate effectively with remote teams and third-party vendors to resolve priority employee needs.

• Identify, analyze, specify, and document recurring problems, make recommendations for corrective measures, and participate in the prescribed implementation and communication plans.

• Collaborate with specialized support teams to ensure the resolution of complex problems and the maintenance of technical equipment.

• Develop collaborative and trusted relationships with office leaders to partner in their business strategy, better understand their IT challenges, and work to address these needs effectively.

• Participate in office deployment, relocation, renovation, and infrastructure refresh projects.

• Lead, monitor, and report the resolution of problems related to shared IT services

• Troubleshoot, prepare, or replace computer workstations as needed.

• Maintain the inventory of IT assets in the configuration management database rigorously.

• Remotely resolve IT incidents effectively from assigned offices if not scheduled to be onsite.

• Lead or participate in computer and technology 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.

What sets you apart:

• A very strong desire to serve and help others.

• A patient and empathetic listener

• A creative 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.

• 5 years of experience in IT support

.

Assets:

• A high-school diploma with A+, Network Plus Help Desk Institute or related certifications. A Bachelor's Degree in Information Technology, Computer Science, or a related field is preferred.

• Proficiency in Microsoft Office 365 and common office tools/software.

• Proficiency with Engineering applications such as Bentley, Autodesk, or ESRI.

• Proficiency with ServiceNow and associated ITIL processes.

#LI-JB3