IT Help Desk Technician

Belcan; Kent (WA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical / Health Benefits

401k

On the job training

Life Insurance

Disability insurance

Job summary

A technology services company is seeking an IT Help Desk Technician in Kent, WA. This position involves providing technical support and troubleshooting for hardware and software issues. Candidates should have a strong background in customer service, excellent troubleshooting skills, and a High School Diploma. Join a dynamic team committed to delivering high-quality support to clients.

Qualifications

• 3+ years work experience in IT customer service role.
• Proficient in troubleshooting and repairing PCs and components.
• Experience troubleshooting Mobile Device Operating Systems.

Responsibilities

• Act as the first point of contact for internal customers.
• Log and track issues using service management solutions.
• Resolve hardware and software problems.

Skills

Customer service skills

Technical writing proficiency

Troubleshooting and diagnostic skills for PCs

Troubleshooting and diagnostic skills for peripheral equipment

Excellent interpersonal skills

Knowledge of networking fundamentals

Experience with Microsoft Office

Ability to manage multiple priorities

Education

High School Diploma

Tools

ServiceNow

SCCM

MDT

USMT

Job description

IT Help Desk Technician at Belcan

Job Description

This role is both the frontline of internal customer technical support (Tier 1), as well as escalated support (Tier 2), resolving more difficult issues and escalating further, when needed.

Benefits

• Medical / Health Benefits with multiple plan options, Flexible Spending Accounts, Dental and Vision
• 401k
• On the job training / cross-training
• Life Insurance, disability insurance, and voluntary life insurance for family members available.
• Accident and critical illness insurance optional.
• Scheduled performance reviews
• Referral program

Responsibilities

• Act as the first point of contact for internal customers via phone and Service Now
• Uses Service Management solutions to log, assign and receive support tickets with descriptions of issues, progress and solutions and guides Tier 1 staff in best practice usage
• Resolves problems with hardware (workstations, printers, mobile devices and servers) and software (Network Access, Microsoft Office, Business Systems, on-premises and online)
• Asks questions about the problem and explaining possible solutions
• Uses manual and automated diagnostic tools to identify problems and root cause
• Updates knowledge base with prescriptive guidance for common problems to improve quality of Tier 0 customer self-service
• Escalates incidents and requests Tier 3 support when the problem is more complex
• Arranges for a technician to visit the customer if a problem can’t be solved over the phone or by email
• Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology
• Participates actively in incident, problem, request and change management processes and their ongoing improvement
• Follows procedures for the installation, deployment and maintenance of workstation hardware and software
• Executes corrective actions as prescribed by other technicians or per standard recovery procedures

Qualifications

• High School Diploma required
• 3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity
• Professionally respond to calls, emails, chats and voicemails for customer support
• Technical writing proficiency
• Innovative, team-oriented problem solver
• Excellent interpersonal, negotiation and communication (verbal and written) skills
• Excellent organizational, time management and follow-through skills
• Ability to manage multiple, competing priorities
• Unwavering commitment to providing customers with a high-quality experience
• Troubleshooting and diagnostic / repair skills for PCs and components
• Troubleshooting and diagnostic / repair skills for peripheral equipment such as printers, document scanners, barcode scanners, handheld devices, and monitors
• Experience using imaging and migration utilities such as SCCM, MDT, and USMT
• Proficiency in Microsoft Office application usage
• Experience troubleshooting Mobile Device Operation Systems (iOS, Android)
• Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
• Knowledge of networking fundamentals
• Must be physically capable of lifting computers, monitors, printers, parts and supplies and sitting for extended periods of time
• Experience troubleshooting MacOS clients
• CompTia A+ / Server+ / Network+
• HDI Customer Help Desk Analyst
• Microsoft Office Specialist
• MTA / Microsoft Office Specialist
• MCP / MCSA / MCSE / MCDST
• ITIL
• ServiceNow

Equal Opportunity Employer

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.