IT Help Desk Specialist - Tier-1 Support & VDI

WA River Protection Solutions; Richland (WA); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) plan

Paid time off

Job summary

WA River Protection Solutions seeks a Tier-1 Help Desk Specialist in Richland, WA. You will diagnose, troubleshoot, and resolve desktop and software issues via call, chat, and web tickets, escalating to Tier-2/3 as needed.

You will coordinate with admins to resolve issues, manage changes to telephone services, and support VTC and telephony tasks on site. This on-site role is essential and may involve shift work.

Qualifications

• AA degree or an equivalent combination of education and experience in Information Technology.
• Excellent written and verbal communication including proper phone and video communication etiquette, active listening and calm demeanor to interact effectively and professionally with customers at all times.
• Possess problem solving, troubleshooting and analytical skills to assist users with IT issues.
• Highly dependable candidate with ability to demonstrate strong attendance, punctuality, and work ethic as both an individual and in collaboration with a team.
• Possess strong attention to detail in a highly technical environment.
• Must be coachable with the ability to look at issues from a variety of angles.
• Working knowledge of Windows operating system, Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, etc.) SharePoint and Teams environment.
• Ability to obtain and maintain a Personal Identity Verification (PIV) Credential badge.

Responsibilities

• Diagnose, troubleshoot, and resolve desktop and software issues via call, chat, and web tickets.
• Interface with application and system administrators, subject matter experts, and other support levels to resolve issues.
• Manage changes to telephone services, such as call forwarding, voicemail updates, and move/add/change tasks.
• Serve as the point of contact for video teleconferencing (VTC) issues and coordinate with field support and engineers.
• Resolve telephony accounts and application issues, coordinating with Voice Engineer and others as needed.
• Assist with new and upgraded deployments of supported systems and applications.

Skills

Customer service

Problem solving

Communication

Teamwork

Attention to detail

PIV badge eligibility

Education

AA degree or equivalent IT education/experience

Tools

Windows OS

Microsoft 365

SharePoint

Teams

Remote access tools

Job description

WA River Protection Solutions seeks a Tier-1 Help Desk Specialist in Richland, WA. You will diagnose, troubleshoot, and resolve desktop and software issues via call, chat, and web tickets, escalating to Tier-2/3 as needed.

You will coordinate with admins to resolve issues, manage changes to telephone services, and support VTC and telephony tasks on site. This on-site role is essential and may involve shift work.