Job Description

Title: IT Service Delivery Engineer

Location: Henderson, NV

Shift: 8 am - 5 pm pacific

Salary: $65,000/yr

About PSI

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

Learn more about what we do at: https://www.psiexams.com/

As PSI expands its operations with the opening of a new Call Center in Henderson, Nevada, we are seeking an IT Service Delivery Engineer (ITSDE) to ensure the seamless integration and operation of our technological infrastructure. This role is pivotal in maintaining operational efficiency and productivity within the call center environment.

Responsibilities:

• Triaging and resolving Ivanti tickets to ensure timely resolution of technical issues.
• Provisioning and implementing technology solutions to meet the needs of the call center.
• Providing comprehensive technical support to global PSI staff members.
• Researching, recommending, and obtaining quotes for software and hardware from vendors.
• Installing proprietary applications and software on end-users' PCs.
• Supporting all peripheral devices and audio-visual equipment within the call center.
• Providing on-premises technical support for the Remote Proctors Call Center.
• Provisioning and implementing technologies for regional office decommissioning.
• Assisting with office relocation efforts, including tech setup and support.
• Collaborating with Network Engineering for WAN/LAN/Server support.
• Serving as the Emergency Response Coordinator for the data center and IDF rooms.
• Managing hardware and mobile inventory, shipments, and end-of-life cycles.
• Providing support for onboarding and offboarding processes, including legal holds when required.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent work experience.
• Proven experience in IT service delivery, preferably in a call center environment.
• Proficiency in Ivanti or similar ticketing systems for issue resolution.
• Strong technical skills in provisioning and implementing technology solutions.
• Excellent communication and interpersonal skills for providing tech support.
• Ability to research, recommend, and procure software and hardware from vendors.
• Experience in installing and configuring software applications on end-user devices.
• Familiarity with supporting peripheral devices and audio-visual equipment.
• Knowledge of network engineering concepts for WAN/LAN/Server support.
• Ability to adapt to changing business needs and work effectively in a dynamic environment.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.

Qualifications:

• Certifications such as CompTIA A+, Network+, or ITIL are desirable.
• Previous experience with asset management and inventory control is a plus.
• Familiarity with emergency response protocols for data centers is advantageous.
• Experience with office relocations and setup is beneficial.

Benefits & Culture

At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes;

• 401k/Pension/Retirement Plan – with country specific employer %
• Enhanced PTO/Annual Leave
• Medical insurance – country specific
• Dental, Vision, Life and Short Term Disability for US
• Flexible Spending Accounts – for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Programme
• Commitment and understanding of work/life balance
• Dedicated DE&I group that drive core people initiatives
• A culture of embracing wellness, including regular global initiatives
• Access to supportive and professional mechanisms to help you plan for your future
• Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities