<p>WSP is seeking an experienced Service Desk Technician to join our IT Service Desk team. The ideal candidate will have a background in IT operations and be familiar with Information Technology Infrastructure Library (ITIL) structured environments. This role will give you experience in working with service and help desk ticketing systems, software configuration, reliance on Service Level Agreements (SLA's), issue resolution, escalation protocols, customer support, cloud infrastructure teams, information security policies, as well as experience in contact center systems administration. The Service Desk technician will support end users with day-to-day operations, be the first point of contact for anything IT related and play a critical role in the success of a major client program.</p> <p>Key Responsibilities:</p> <p>Technical Support</p> <ul> <li>Provide technical assistance via phone, email, and ticketing queues. </li><li>Diagnose and troubleshoot software and hardware issues. </li><li>Troubleshoot local IT issues and determine if Tier 2 and/or ancillary support is required. </li><li>Coordinate with internal teams and vendors during complex system troubleshooting. </li></ul> <p>Issue Resolution</p> <ul> <li>Track and manage IT service requests, incidents, and changes using ServiceDesk. </li><li>Prioritize and escalate issues when appropriate. </li><li>Follow up with users to confirm resolution and satisfaction. </li></ul> <p>Documentation & Knowledge Sharing</p> <ul> <li>Create and maintain knowledge base articles for common issues. </li><li>Accurately document user interactions and resolutions. </li></ul> <p>Customer Education & Training</p> <ul> <li>Train end-users and team members on IT systems and best practices. </li></ul> <p>Collaboration & Communication</p> <ul> <li>Work closely with cross-functional teams to deliver seamless support. </li><li>Participate in team meetings and help improve support processes. </li></ul> <p>Continuous Improvement</p> <ul> <li>Stay current on emerging technologies and trends. </li><li>Continuously expand technical skills through learning and certifications. </li></ul> <p>Qualifications:</p> <ul> <li>Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience in lieu of a degree). </li><li>Passion for helping others and delivering excellent customer service </li><li>Hands-on experience in related IT roles (typically 1-3 years). </li><li>Experience with AWS cloud service applications. </li><li>Familiarity with information security policies, procedures, and best practices. </li><li>Experience with Active Directory administration. </li><li>Experience with Group Policy administration. </li><li>Excellent problem-solving skills and the ability to work under pressure. </li><li>Strong communication and collaboration skills. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Certifications: ITIL, AWS, Microsoft </li><li>Experience in ITIL-based environments and contact center systems </li><li>Familiarity with scripting and automation tools </li><li>Knowledge of computer systems, networking concepts and enterprise applications </li></ul> <p>Benefits:</p> <ul> <li>Competitive salary. </li><li>Comprehensive health benefits including medical, dental, and vision. </li><li>Retirement plan with company matching. </li><li>Paid time off and flexible work arrangements. </li><li>Opportunities for professional development and continuous growth </li></ul> <p>WSP Benefits:</p> <p>WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee's career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.</p> <p>WSP Compensation for Colorado Employees:</p> <p>Expected Salary: $73,000 - 85,000</p> <p>WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant's education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, and/or federal law.</p> <p>Compensation:</p> <p>Expected Salary (National average all other locations): 57,400 - $86,000</p> <p>WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant's education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, and/or federal law.</p>