Help Desk Support Technician- Day Shift

nLIGHT, Inc.; Camas (WA); Hybrid; USD 47,000 - 66,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

120 hours paid vacation

Job summary

nLIGHT is seeking an IT Help Desk Technician to provide technical support for staff across Vancouver, Camas, Hillsboro, and remote teams. The role includes on-site work at the Camas headquarters with occasional travel between locations, and an on-call rotation.

You will resolve hardware/software issues, assist with enterprise apps, and maintain a high level of customer service. The candidate should have A+ certification or equivalent, a college IT degree preferred, and be able to work

Qualifications

• A+ or comparable hardware certification desired.
• College or IT trade school degree desired.
• Experience in manufacturing or similar environment preferred.
• Self-motivated and able to work independently at times.
• Ability to work onsite in Vancouver and travel between locations as needed.
• Strong customer service, problem solving, and analytical skills.
• Effective communication, both oral and written.

Responsibilities

• Provide user assistance for Windows operating systems and enterprise apps.
• Support desktop, laptop, and mobile device systems; remote, in person, and on-site.
• Manage Active Directory user accounts and Office 365 settings.
• Troubleshoot hardware, software, and network issues as they arise.
• Document work in Jira SM and ensure timely ticket closure.
• Support executive staff and provide confidential, professional service.

Skills

Customer service

Self-motivated

Independent work

Problem solving

Communication

Education

A+ or comparable hardware certification

College or IT trade school degree

Tools

Active Directory

Office 365

Jira SM

SharePoint

Job description

Who We Are

At nLIGHT, we are constantly on the cutting-edge of laser technology in a massively growing market. We are a leading provider of high-power semiconductors and fiber lasers for industrial, microfabrication, and aerospace & defense applications, to name a few. Our lasers are changing not only the way things are made, but also changing the things that can be made.

Headquartered in Camas, Washington, nLIGHT is a publicly listed company (NASDAQ: LASR).

IT HELPDESK TECHNICIAN

The Information Technology (IT) Help Desk is the first point of contact for staff seeking technical assistance. IT Help Desk Technicians provide technical support over the phone, email, and in-person for our Vancouver, Camas, Hillsboro, and remote teams for issues they may encounter in the operation of software, hardware, and operating systems for both onsite and cloud-based systems. Maintains passwords, data integrity, and file system security for the desktop environment. This position will be based out of our Camas Headquarters but may be required to travel to our Vancouver and Hillsboro locations to cover vacations. This position also requires an on-call rotation within the team. We’re looking for a self-motivated individual, with strong customer service orientation, who can work with little to no supervision in support of our employees.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES

• Provides user assistance with Windows 11, 10, 7, XP operating systems.
• Provides technical support remotely, online, and face to face.
• Performs diagnostic tests, modifies, or repairs hardware to the board or component level.
• Establishes and maintains a parts inventory for personal computers, as well as other supplies and computer center-related materials.
• Supports desktop, laptop, and mobile device systems.
• Troubleshoots and implements desktop/laptop hardware.
• Manages user accounts, computers, and groups in Active Directory and Office 365
• Maintains and supports Audio/Video conferencing systems.
• Resolves service requests and documents details based on work performed in Jira SM ticket tracking system.
• Follows up with users to ensure a positive resolution of tickets.
• Provides user assistance with enterprise applications; Office 365, SharePoint, and other software.
• Provides direct technical support to the executive staff.
• Troubleshoots basic networking.
• Performs work in office setting, as well as on factory floor and in cleanroom environment.
• Demonstrates and maintains open communication to foster a culture based on mutual respect and trust.
• Handles confidential and sensitive matters relating to all aspects of IT.
• Able lift objects weighing up to 30lbs.
• Able to gown up and provide support within a FAB (Clean Room)

QUALIFICATIONS & EXPERIENCE

• Enthusiastic to learn new skills and provide excellent service to internal customers.
• A+ or comparable hardware certification is desired.
• College or IT trade school degree is desired.
• Experience in a manufacturing or similar environment is preferred.
• Must be self-motivated and able to work independently at times.
• Must have the ability to apply knowledge and skills to complete a wide range of tasks.
• Ability to work onsite M-F in Vancouver, as well as travel between locations, as needed.
• Exceptional customer service, problem-solving, and analytical skills
• Ability to perform duties with integrity, honesty, and professionalism.
• The ability to communicate effectively, both orally and in writing
• Ability to complete tasks in creative and effective ways.
• Ability to work on assignments requiring considerable judgment and initiative in resolving issues or in making recommendations.
• Ability to use sound judgement, use discretion, and elevate issues, as appropriate to IT leadership.
• Ability to protect confidential and proprietary information.
• Understands implications of work and makes recommendations for solutions.
• Ability to work overtime and weekends, as needed.
• The successful candidate may be required to travel internationally and domestically from time to time – usually no more than once or twice a year.
• The successful candidate will be on a paid on-call rotation – generally 1 week per month.

COMPENSATION AND BENEFITS

• Pay depends on qualifications:
  • Help Desk Technician I: $22.93 - $28.70
  • Help Desk Technician II: $24.45 - $31.80

• Target Cash Bonus with potential payout of up to 2% of earned wages
• 120 hours of paid Vacation per year, plus paid Sick Leave and 10 paid Holidays
• Eligible for health benefits on the 1st day of the month after your start date
• Medical, Dental and Vision Benefits, including prescription and orthodontia with employee-paid premiums as low as $40.00 per pay period
• Company paid Short-Term and Long-Term Disability, and Life & AD&D Insurance
• Employee Assistance Program
• Aflac Supplemental Insurance
• Flexible Spending and Health Savings Accounts
• Employee Stock Purchase Plan
• 401(k) with company match and immediate vesting
• Jury Duty and Bereavement Leave Pay
• Tuition Assistance
• Pet Insurance

E-Verify Participation:
nLIGHT participates in the E-Verify program. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization.

nLIGHT is subject to US Export Control regulations. To qualify for this position, you must be a US Person (that is, a US citizen, lawful permanent resident, or protected individual granted asylum or refugee status).

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or age. For more information about our commitment to equal employment opportunity, please see this government poster: Know Your Rights: Workplace Discrimination is Illegal. If you are an individual with a disability and need a reasonable accommodation in the application or hiring process, please contact Human Resources at [phone] or [e-mail].

• E-Verify Participation Poster

• Right to Work Poster