Desktop Support Engineer

TechDigital Group; Bothell (WA); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated IT Site Services Specialist to enhance user experience through exceptional IT support. In this role, you will engage in daily operational support, guiding a team to ensure seamless service delivery. You will be responsible for managing ticket queues, coordinating with various stakeholders, and participating in continuous service improvement initiatives. This position offers a dynamic work environment where your technical expertise and customer service passion will shine. If you thrive in fast-paced settings and enjoy collaborating with diverse teams, this opportunity is perfect for you.

Qualifications

• Good technical knowledge and previous desktop support experience.
• Strong analytical and problem-solving skills for technical issues.

Responsibilities

• Deliver a user-centric IT Concierge experience.
• Coordinate with Site Support staff and manage ticket queues.

Skills

Technical Knowledge

Analytical Skills

Problem-Solving Skills

Customer Support Experience

Interpersonal Skills

Communication Skills

IDF Experience

Office365 Experience

Experience in Corporate Environment

Job description

Job #: 2896
Pay Rate: Not Specified
Job type: contractor
Location: Bothell, WA

Top Skills:

1. Good technical knowledge and previous desktop support experience
2. Strong analytical and problem-solving skills for technical issues
3. Previous customer support experience with strong interpersonal and communication skills, both written and verbal, with the ability to effectively sequence priorities
4. IDF Experience
5. Office365 Experience
6. Experience working in a large corporate environment preferred

The Specialist IT Site Services is responsible for IT Site Support activities. As part of this role, you will take part in daily operational support activities along with augmented support technicians, additionally providing guidance and leadership to ensure a smooth execution of service delivery. The role will report to the regional Site Services Delivery Manager (SDM). The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Support to our workforce within our process framework.

Key Responsibilities:

1. Responsible for delivering a user-centric IT Concierge experience.
2. Responsible for Site Support ticket queues with a focus on maximizing the value of the end-to-end customer journey.
3. Provide direction and coordinate with Site Support staff in alignment with the SDM.
4. Active participation in ticket-based site support activities (device staging, technical troubleshooting and repairs, workplace setup, etc.)
5. Responsible for accurate inventory of all supported assets in stock.
6. Coordinate activities with local, internal, and 3rd party stakeholders and vendors in alignment with SDM.
7. Support the SDM with specific project-related tasks as well as bringing relevant topics to the SDM's attention.
8. Provide smart hands support to include rack and stack activities, patching, and network troubleshooting.
9. Ensuring data rooms are kept secure, clean, and orderly as per Client policies and guidelines on a consistent basis.
10. Contribute to improve the end-to-end customer journey via Continuous Service Improvement and process optimization.
11. Contribute to knowledge management as an author or reviewer as necessary.
12. Help identify to and with the SDM, areas for improvement through learning the business and its needs.
13. Participate in out of hours on-call rosters as required.

Qualifications & Experience:

1. Good technical knowledge and previous technical support experience.
2. Strong analytical and problem-solving skills for technical issues.
3. Previous customer support experience with strong interpersonal and communication skills, both written and verbal, with the ability to effectively sequence priorities.
4. Supporting a qualified environment such as a Manufacturing Facility and experience in supporting regulatory audits/inspections.
5. Ability to work collaboratively with colleagues, augmented staff, and third-party vendors.
6. Ability to work in a fast-paced, dynamic environment balancing demand.