Support Technician II

SanMar; Issaquah (WA); On-site; USD 33,117 - 43,050; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision benefits

401k plan with matching

Paid Time Off and holidays

Pet insurance

Job summary

SanMar is looking for a Support Technician II to provide tier I and II technical support across the organization. The technician will engage directly with Service Desk colleagues and other IT teams, managing tickets and assisting SanMar employees with IT-related queries.

This position requires 1-3 years of IT support experience, knowledge of Microsoft Windows OS, and strong customer service skills. A flexible attitude is essential as the role may entail occasional after-hours work.

Qualifications

• 1-3 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent training.
• Excellent customer service skills combined with proper phone usage etiquette.
• Ability to thrive in a dynamic, constantly changing environment.

Responsibilities

• Provide exceptional customer service for IT-related support.
• Manage and track tickets in team and personal queue.
• Perform hardware imaging and maintenance.

Skills

IT support experience

Customer service skills

Knowledge of Microsoft Windows OS

Knowledge of PC and Apple devices

Verbal and written communication

Education

IT certifications (A+, Net+, CCENT, Microsoft certs)

Job description

What's the Short Version?

The Support Technician II provides tier I and II technical support for the entire organization from the warehouse to the corporate office. The Support Technician II works directly with Service Desk colleagues and other IT teams to provide efficient and friendly support to other SanMar employees.

What Will You Be Doing?

• Provide exceptional customer service while answering incoming calls/emails for IT-related support.
• Manage and track tickets in team and personal queue.
• Clearly document issue description, troubleshooting steps and resolution details in each support ticket.
• Perform hardware imaging, deployment, maintenance and tracking.
• Remotely troubleshoot and quickly diagnose issues.
• Assist with meeting room AV setup and instruction.
• Perform desk-side support and IT equipment moves as necessary.
• Stay current with system information, changes and updates.
• Occasional after-hours and weekend work may be required.
• Perform other duties as assigned.
• Comply with all policies and standards.

What Are We Looking For?

• 1-3 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent training
• IT certifications (A+, Net+, CCENT, Microsoft certs) preferred
• Knowledge of Microsoft Windows OS, Mac OS X, and Microsoft Office Suite
• Knowledge of PC and Apple devices and peripherals
• Excellent verbal and written communication skills
• Excellent customer service skills, as well as knowledge of proper phone usage and etiquette
• Ability to work well under pressure
• Ability to complete tasks in a thorough and timely manner
• Ability to thrive in a dynamic, constantly changing environment
• Ability and energy to work on multiple concurrent projects and switch focus as necessary
• A positive attitude is essential

What's Our Offer?

Salary Range: You’ll earn between $24.04 - $31.25 on an hourly basis, depending on experience.

Bonus: You’ll be eligible for an annual discretionary bonus up to 5% of base salary.

Paid Time Off: You’ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

Additional Benefits:

• Comprehensive medical, dental, and vision benefits
• 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
• Life insurance
• Short/long-term disability coverage
• Paid maternity/paternity leave
• Pet insurance

What Should You Expect?

Office: SanMar's Eastpointe office is located in Issaquah, WA in the Seattle metropolitan area. Our standard working hours are 8:00-5:00 PST. Periodic travel may be required. The employee is regularly required to sit for extended periods while working on a computer and participating in virtual and in-person meetings. Frequent use of hands for keyboarding and standard office equipment is required. Occasional standing, walking, and reaching may be needed to attend meetings or collaborate in an office setting. The role requires the ability to perform close visual work on a computer for extended periods. The employee may occasionally lift and/or move up to 10–15 pounds. Reasonable accommodations may be available to enable individuals with disabilities to perform essential job functions.

SanMar is an Equal Opportunity Employer

Whoever you are, wherever you’re from, whoever you love or follow in faith, whatever your disability or superpower status, whichever ethnicity or gender you identify with, you are welcome at SanMar.

SanMar participates in E-Verify.