IT End User Support Specialist

Service Desk Specialist

Wiss, Janney, Elstner Associates Inc. (WJE) is a global firm of engineers, architects, and materials scientists committed to helping solve, repair, and avoid problems in the built world and construction industry. Since 1956, our applied experience from more than 175,000 projects and our state-of-the-art laboratory and testing facilities have made WJE a leader in providing innovative yet practical solutions to the clients we serve. From historic preservation to post-disaster safety assessments, we respond to the most challenging problems in the built world.

This position is based at our corporate headquarters in Northbrook, Illinois and supports 750+ staff members throughout the US and internationally, in office and in the field. The Service Desk Specialist responds to requests for assistance, troubleshoots, and resolves basic user IT issues.

Typical Functions

• Technical Support
• Deliver timely, seamless end-user support with efficient tracking and documentation
• Troubleshoot hardware and software issues, including desktops, laptops, printers, phone systems, and peripherals. Escalate complex issues to the appropriate senior IT staff member
• User and System Administration
• Perform hardware/laptop/desktop and software/application deployment, refresh cycles, patch management, imaging
• Assist with maintenance and administration of Microsoft Office 365, network devices, and cloud-based services
• Assist in Email and System administration using Mimecast, SCCM, Intune and other various infrastructure applications
• Research and apply new technologies to improve efficiency and productivity
• Documentation and Training
• Create and update technical documentation, including user guides and knowledge base articles
• Provide user training where needed on basic device functionality
• Security and Compliance
• Ensure compliance with security policies, industry standards, and regulatory requirements where applicable
• Participate in audits and testing

Requirements

• Associate degree in Information Technology, Computer Science, or equivalent experience required. Bachelor's degree preferred
• 5+ years of equivalent experience in a service desk environment
• Basic understanding of networking, operating systems (Windows, macOS, Android), and hardware components.
• Strong problem-solving skills and a willingness to learn
• Excellent communication and customer service skills
• Industry certifications such as CompTIA A+, Network+, or Microsoft Desktop are a plus

Personal Attributes

• Strong written and oral communication skills
• Strong interpersonal skills
• Able to conduct research into networking issues and products as required
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

WJE offers a robust, total compensation structure, where the hourly rate is just one component of an employee's annual earnings. Additionally, employees may be eligible to receive overtime and variable compensation based on personal and company performance, often resulting in above-market annual earnings. Actual hourly rate will be based on several factors including consideration for a candidate's qualifications, skills, competencies, and proficiency for the role while remaining mindful of our commitment to internal equity. A good faith estimate of the starting hourly rate (gross) for this position is in the following range:

$28.65 - $42.98

This non-exempt position is also eligible for WJE's industry-leading, total rewards package which enables our employees to grow and thrive with comprehensive health and financial benefits including:

• Robust and affordable health plans for employees and their families, including HSA as well as low and high-deductible PPO options
• Generous 401(k) matching of 110% for the first 6% of eligible pay vesting immediately
• Time off to care for yourself and others
• Investments in employees' educational assistance and professional development

WJE is an Equal Opportunity Employer. We invite all qualified applicants to apply including individuals with disabilities and protected veterans (VEVRAA federal contractor).

WJE will consider qualified applicants with criminal histories in a manner consistent with the requirements of Fair Chance Ordinances.