On-Call IT Help Desk Specialist

HTG, Incorporated; Ridgefield (WA); On-site; USD 45,000 - 65,000; Full time

Job summary

HTG, Incorporated is seeking a Service Desk Technician to be the first point of contact for inbound technical calls, reviewing, resolving, and elevating issues for internal and external partners. The role requires strong customer service and communication to troubleshoot effectively and courteously.

The successful candidate will update the ticketing system in real time, follow documented procedures, assist with password resets, set up new users, and maintain accurate notes.

Qualifications

• Excellent customer service and communication skills.
• Ability to update notes and status in real time.
• Troubleshoot hardware and software issues.
• Troubleshoot printers and scanners (network and direct).
• Understand and follow client/escalation procedures.
• Perform password resets and user setup per procedures.

Responsibilities

• Update notes and status of all tickets in real time.
• Provide excellent customer service via phone and email.
• Read, understand and follow technical documentation.
• Troubleshoot hardware and software issues to isolate problems.
• Troubleshoot printers and scanners (network and direct).
• Readiness to set up new users and reset passwords.
• Complete detailed activity logs daily or on request.
• Access and edit technical documentation as assigned.
• Maintain confidentiality of all client information.
• Collaborate with stakeholders and meet deadlines.
• Attend meetings and perform other duties as assigned.

Skills

Customer service

Communication skills

Technical Troubleshooting

Printers & scanners

Networking basics

Password resets

Documentation

Tools

Ticketing system

Job description

HTG, Incorporated is seeking a Service Desk Technician to be the first point of contact for inbound technical calls, reviewing, resolving, and elevating issues for internal and external partners. The role requires strong customer service and communication to troubleshoot effectively and courteously.

The successful candidate will update the ticketing system in real time, follow documented procedures, assist with password resets, set up new users, and maintain accurate notes.