Service Desk Support Specialist

Thompson Metal Fab; Vancouver (WA); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Paid Holidays

PTO

401K Match

Dental

Vision

Health Care

Job summary

Thompson Metal Fab, Inc. in Vancouver, WA is seeking a Service Desk Support Specialist to provide first-line IT support in collaboration with our MSP. You will troubleshoot hardware, software, and connectivity issues and document incidents for escalation when needed.

This hourly, Monday–Friday role offers comprehensive benefits including PTO and 401K match. Competitive wage range from $20 to $30 per hour, depending on experience and qualifications.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• Basic understanding of Windows operating systems and common desktop applications.
• Familiarity with Microsoft 365 products and services.
• Understanding of computer hardware components.
• Strong verbal and written communication skills.
• Ability to prioritize tasks in a fast-paced environment.
• Strong customer service orientation and problem-solving abilities.

Responsibilities

• Perform user account administration, including password resets, account creation, and access management.
• Create, update, and close support tickets in the IT service management system, escalating unresolved issues to senior technicians or specialized IT teams.
• Assist the MSP with onsite troubleshooting, equipment deployments, hardware replacements, infrastructure maintenance activities, and technology projects.
• Coordinate user onboarding, offboarding, equipment provisioning, and access requests between internal IT department and the MSP.
• Deploy workstations along with configure desktop and laptop computers, phones, mobile devices, and peripheral equipment to end users.
• Maintain accurate inventory records for IT hardware, software licenses, mobile devices, and technology assets throughout their lifecycle, including procurement, deployment, replacement, recovery, and disposal.
• Participate in technology projects, system upgrades, software implementations, hardware refreshes, and continuous improvement initiatives.
• Document troubleshooting steps, resolutions, and technical procedures.
• Other duties as assigned.

Skills

Verbal and written communication

Customer service orientation

Task prioritization

Team collaboration

Organizational skills

Adaptability

Continuous learning

Education

High school diploma or equivalent

Associate degree preferred

Tools

Windows OS

Microsoft 365

ITSM ticketing system

Job description

Position Description

Thompson Metal Fab is a well-established veteran-owned heavy structural steel and plate fabrication business in Vancouver, WA. We are seeking a Service Desk Support Specialist to provide first-line technical support alongside the managed service provider (MSP) to support end users by troubleshooting hardware, software, and connectivity issues. This role is responsible for responding to support requests, resolving common technical problems, documenting incidents, and escalating complex issues to MSP & senior IT staff when necessary.

This is an hourly position, working generally Monday through Friday.

Thompson Metal Fab offers outstanding benefits for employees and their dependents. Benefits include Paid Holidays, PTO, 401K Match, Dental, Vision, and excellent Health Care.

Competitive wages range between $20.00 and $30.00 an hour, depending on experience.

• Perform user account administration, including password resets, account creation, and access management.


• Create, update, and close support tickets in the IT service management system, escalating unresolved issues to senior technicians or specialized IT teams.


• Assist the MSP with onsite troubleshooting, equipment deployments, hardware replacements, infrastructure maintenance activities, and technology projects.


• Coordinate user onboarding, offboarding, equipment provisioning, and access requests between internal IT department and the MSP.


• Deploy workstations along with configure desktop and laptop computers, phones, mobile devices, and peripheral equipment to end users.


• Maintain accurate inventory records for IT hardware, software licenses, mobile devices, and technology assets throughout their lifecycle, including procurement, deployment, replacement, recovery, and disposal.


• Participate in technology projects, system upgrades, software implementations, hardware refreshes, and continuous improvement initiatives.


• Document troubleshooting steps, resolutions, and technical procedures.


• Other duties as assigned.

Characteristics:

• Highly organized with the ability to manage multiple priorities, deadlines, and service requests in a fast-paced environment.


• Customer-focused with a strong commitment to delivering exceptional service and building positive working relationships.


• Continuous learner with a desire to expand technical knowledge and stay current with evolving technologies.


• Adaptable and comfortable working in environments with changing priorities, technologies, and business needs.


• Collaborative team player able to work effectively with employees, management, MSP personnel, vendors, and external partners.

Position Requirements

Qualifications:

• High school diploma or equivalent required; Associate degree in Information Technology, Computer Science, or related field preferred.


• Basic understanding of Windows operating systems and common desktop applications.


• Familiarity with Microsoft 365 products and services.


• Understanding of computer hardware components and peripheral devices.


• Strong verbal and written communication skills.


• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.


• Strong customer service orientation and problem-solving abilities.

Physical & Work Environment:

• Prolonged periods sitting at a desk and working on a computer.


• Sustained periods of walking in a production environment.


• Must be able to lift up to 15 pounds at times.

Typical Work Conditions:

This job operates in a professional office environment as well as in a heavy industrial manufacturing environment. This role routinely uses standard office equipment such as computers, phones, voicemail, photocopiers, and productivity software. PPE will be provided when in manufacturing environments.

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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.

Disability Accommodations

If you are an individual with a disability and need a reasonable accommodation in the application or hiring process, please contact us at 360-696-0811 or [e-mail].

Drug Policy

As a federal Contractor, Thompson Metal Fab prohibits use, being under the influence of, or possession of marijuana and other controlled substances.

Safety

Thompson Metal Fab is committed to ensuring a safe workplace for every employee. All successful applicants will be required to follow our Ear, Eye, Safety Toe Shoes, and Hardhat protection requirements in shop areas.