Policy Analyst: Shape Welfare & Income Support

Ministry of Social Development; Wellington; On-site; NZD 60,000 - 85,000; Full time

Job summary

WSP USA is seeking an IT On-Site Support Specialist in Wellington to deliver efficient, secure onsite IT services. You will own incidents through resolution, support end-user devices and Microsoft 365, manage meeting room tech, and contribute to asset lifecycle management and deployments.

The role partners with local, regional and global IT teams to ensure a positive end-user experience, adhere to ITSM processes and deliver timely solutions.

Qualifications

• Qualifications in computing discipline or 2+ years IT support experience.
• Strong customer-facing communication skills.
• Ability to configure, deploy and support standard hardware and software.

Responsibilities

• Provide 2nd level support for incidents and service requests related to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, and collaboration tech.
• Deliver professional, client-focused support through clear communication and ownership.
• Provide hands-on deskside support and guidance to users with varying technical knowledge.
• Keep onsite IT services operational and proactive in identifying issues affecting users or office operations.
• Support onboarding, offboarding and user lifecycle activities including equipment prep, deployment and access coordination.
• Maintain Microsoft Teams Rooms and AV systems, meeting room tech, and collaboration infrastructure.

Skills

Deskside support

Customer-focused

Team collaboration

Education

Computing discipline or equivalent

2+ years IT experience

Job description

IT On-Site Support Specialist

Wellington WSP USA

What if you could do the kind of work the world needs?

At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives enabling you to do the best work of your life. You can experience a world of opportunities to shape a career as unique as you.

WSP is one of the world's top professional services firms, bringing together some of the brightest engineers, advisors and scientists from across the globe. We exist to shape communities to advance humanity. We see the world through a Future Ready® lens, fuelled by a shared commitment to making a positive impact‑one project and community at a time.

IT Onsite Support Specialist - Wellington

The IT Onsite Support Specialist is responsible for the effective and efficient delivery of IT onsite services in the WSP Wellington office and associated regional offices. The role owns incidents and service requests through to resolution, supports end-user devices and Microsoft 365 services, maintains meeting room and collaboration technologies, and contributes to onboarding, offboarding, asset lifecycle management and technology deployments. The position works closely with local, regional and global IT teams to deliver a secure, consistent and positive end-user experience.

• Provide 2nd level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.
• Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
• Provide hands‑on deskside support and practical guidance to users with varying levels of technical knowledge.
• Ensure day‑to‑day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
• Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.
• Provide proactive support and maintenance for Microsoft Teams Rooms, audio‑visual systems, digital collaboration technologies and meeting room infrastructure.
• Complete regular meeting room health checks, respond quickly to meeting‑impacting issues and coordinate escalation to internal teams or specialist vendors when required.
• Support important meetings and events where onsite technical assistance is required.
• Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
• Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.
• Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.
• Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in ServiceNow in accordance with ITSM processes, service level commitments and knowledge management standards.
• Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.
• Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self‑service and team capability.
• Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.
• Promote cyber security best practices and promptly identify and elevate suspected security incidents, vulnerabilities or non‑compliant technology use.
• Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.

Role Requirements

• Qualification in a computing discipline and/or a minimum of 2 years