Service Desk Senior Specialist
Wiss, Janney, Elstner Associates, Inc.
Northbrook, IL, USA
USD 33.54-50.31 / hour
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.
Position Summary:
This supports 750+ staff members throughout the US and internationally, in office and in the field. The Service Desk Senior Specialist responds to requests for assistance, troubleshoots, and resolves complex user IT issues.
Typical Functions:
Technical Support
Deliver seamless end-user support with efficient tracking and documentation
Troubleshoot complex and escalated hardware and software issues, including desktops, laptops, printers, phone systems, and peripherals
Provide root-cause analysis to help improve organizational efficiency and productivity
User and System Administration
Lead software deployments, hardware rollouts and network enhancements
Lead maintenance and administration of Microsoft Office 365, network devices, and cloud-based services
Email and System administration, management, and configuration using Microsoft Exchange Server and Mimecast, SCCM, Intune and other various infrastructure applications
Perform infrastructure enhancements using CrowdStrike and Zscaler
Set up server hardware and software
Assist with WAN/LAN issues in collaboration with Operations Infrastructure team
Assist Information Security team when appropriate
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
Conduct technology training sessions for end users
Provide mentorship, and guidance to Junior IT staff
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
8-10 years working in a service desk environment
Excellent problem-solving skills, and the ability to lead technical initiatives
Strong communication skills to work with technical and non-technical staff
Industry certifications such as CompTIA A+, Network+, or Microsoft Desktop are a plus
Culture, Compensation, and Benefits:
Wiss, Janney, Elstner Associates, Inc. (WJE) is a global firm of engineers, architects, and materials scientists. Clients worldwide seek our expertise to solve the most significant, interesting, and challenging problems in the built world. Our applied experience from more than 175,000 projects combined with unparalleled laboratory and testing capabilities have made WJE a leader in providing innovative yet practical solutions to the clients we serve.
Working at WJE is a team endeavor characterized by a culture of trust and personal responsibility. We encourage open communication, continuous learning, innovative thinking, ongoing mentoring, and free-flowing collaboration. We seek highly talented and hard-working individuals who want to be challenged, who want hands-on work, who want to set a higher standard, and who want to be mentored by the industry’s most accomplished experts. People with outstanding Character, unwavering Commitment to our core and culture, strong Expertise, and genuine Enthusiasm for their work.
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:
$33.54 - $50.31This 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
Learn more about WJE’s total rewards package here.
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.