Junior Service Desk Technician

SAIC; Vancouver; On-site; CAD 46,000 - 56,000; Full time

Job summary

A technology services company is looking for a Junior Service Desk Technician in Vancouver, WA. The role involves providing IT support to the United States Department of Transportation. Candidates should have a High School diploma, experience in customer service, and strong communication skills. The position requires working on-site five days a week and offers a target salary range of up to $40,000. The role includes setting up workstations, managing support tickets, and assisting with various software applications.

Qualifications

• 1+ year of customer service experience in a business organization.
• Must be a U.S. citizen or green card holder residing in the U.S. for at least 3 years.
• Ability to pass background investigation for Public Trust determination.

Responsibilities

• Provide rapid-response support for customers via multiple communication channels.
• Coordinate administrative processes with stakeholders.
• Create and manage tickets using ServiceNow or similar software.
• Document all communications and troubleshooting steps in detail.
• Setup customer workstations and provide support for Office/365 applications.

Skills

Customer service support

Communication skills

Problem-solving skills

Technical aptitude

Organizational skills

Multitasking

Education

High School diploma

Tools

ServiceNow

Microsoft Office/365

Google Workspace

Job description

Description

We are currently seeking a motivated customer-oriented person who is looking to begin a career in the fast-paced and exciting IT industry. This role will provide IT support to the United States Department of Transportation in Vancouver, WA as a Junior Service Desk Technician. The junior role works alongside three other more-experienced technicians, so the position offers great opportunities for mentorship and career growth. A strong candidate for this role will have an outgoing, winsome personality that can address the needs of customers while easing their stress. The position requires creative problem-solving skills, general technical aptitude, being well organized, the ability to multitask, and strong communication skills. Candidates must also be able to learn how to use new software, leverage vendor support, conduct web searches to locate required information, follow technical documentation, and create new technical documentation as needed.
ONSITE at the DOT location in Vancouver, WA.

Core duties and responsibilities include the following:

• Provide rapid-response support for customers via Microsoft Teams, Google Chat/Meet, emails, phone calls, and in-person for walk-in customers.
• Coordinate administrative processes with groups of stakeholders, providing clear and timely communication to all involved parties.
• Create, track, and resolve tickets using ServiceNow or similar software.
• Document all calls, customer communications, and troubleshooting steps performed in a detailed professional way using proper grammar.
• Prioritize workload by measuring user impact and time-sensitivity.
• Evaluate the complexity of tickets and escalate as needed to other technicians, both locally and across wider DOT support teams.
• Set up customer workstations, including: computers, docking stations, monitors, keyboards, and other peripherals.
• Provide support for Microsoft Office/365 applications and Google Workspace applications.
• Install software and run repair processes.
• Follow all IT and security policies that are set by SAIC and the federal customer.
• Lift up to 30 pounds unassisted.
• Other related duties as assigned by the IT Contract Supervisor.

Qualifications

Requirements:

• Must have a High School diploma. Must have minimum 1 year of experience providing customer service support in a business organization.
• Must be able to work physically on-site at the Western Federal Lands Highway Division facility in Vancouver, Washington five days per week, eight hours per day.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and who has the ability to pass a background investigation and obtain a Public Trust determination.

Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.