IT Help Desk Associate – First-Response Support

URM Stores; Spokane (WA); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical insurance

401k match

Paid holidays

Paid personal holidays

Employee discount

Job summary

URM Stores, Inc. is seeking an experienced Support Technician I to deliver world-class first response to incidents and service requests, assist in problem identification, monitor issues from start to resolution, and communicate with customers through appropriate channels.

You will provide technical troubleshooting for computers, retail systems, Citrix, and URM applications. You will interact directly with customers, be proactive in delivering services, and strive to exceed expectations through

Qualifications

• 1–3 years field or endpoint support experience.
• Basic knowledge of devices and operating systems.
• Familiarity with deployment processes.
• Strong troubleshooting skills.
• Ability to support multiple locations.

Responsibilities

• Serve as first contact via phone, email, and ticketing systems.
• Troubleshoot hardware, software, and access issues.
• Log and prioritize incidents and requests.
• Escalate complex issues to appropriate teams.
• Assist with account access and password resets.
• Follow incident management procedures.
• Document tickets and resolutions.
• Provide strong customer service.
• Support desktops, laptops, and peripherals.
• Assist with device setup and imaging.
• Troubleshoot hardware and basic software issues.
• Support printers and endpoint equipment.
• Maintain asset inventory.
• Escalate complex issues.
• Follow lifecycle procedures.
• Document support activities.

Skills

Troubleshooting

Customer service

Technical support

Hardware basics

Software basics

Education

High school diploma

Job description

URM Stores, Inc. is seeking an experienced Support Technician I to deliver world-class first response to incidents and service requests, assist in problem identification, monitor issues from start to resolution, and communicate with customers through appropriate channels.

You will provide technical troubleshooting for computers, retail systems, Citrix, and URM applications. You will interact directly with customers, be proactive in delivering services, and strive to exceed expectations through