Tier-2 Help Desk Support (Field IT)

Career Crunch; Battle Ground (WA); On-site; USD 52,000 - 78,000; Full time

Job summary

The selected candidate will provide Application and Desktop Support services including troubleshooting for PC, network, phone, printer hardware and software, as well as mobile devices. The role covers in-person, desk-side and remote support to business users and positions the candidate as the initial point of contact for IT problems.

Strong communication with users and IT teams is essential. Qualifications include excellent customer service, prioritization, adaptability, and a Bachelor’s in IT

Qualifications

• Excellent customer service, interpersonal and communication skills.
• Strong prioritization skills.
• Ability to adapt to changing technologies and learn new technologies.
• Bachelor's in Information Technology or Associates plus 3-5 years of Experience.
• Experience with ITIL focused ticket management tools. ServiceNow is a plus but not required.
• Desktop/Laptop Imaging experience.
• Hardware & software Application Maintenance and Support.
• Perform asset management requirements.
• Comply with Williams IT Standard Processes and Procedures.
• Comply with IT Client Services organization and IT security policies.
• Coordinate resolution activities with all involved parties, but serve as the single point of contact for end users.
• Duties as assigned by manager.

Responsibilities

• Provide application and desktop support for PC, network, phone, printer hardware and software.
• In-person, desk-side and remote support to business users.
• Serve as the initial point of contact for troubleshooting IT problems.
• Communicate effectively with business users, clients and internal IT support elements.
• Participate in technology refresh projects.

Skills

Customer service

Communication

Prioritization

Adaptability

Technical troubleshooting

Desk-side support

Remote support

Team collaboration

Asset management

IT security policies

Single point of contact

Education

Bachelor's in Information Technology

Associates + 3-5 years IT experience

Tools

ServiceNow

Active Directory

Citrix

Job description

The selected candidate will provide Application and Desktop Support services. This includes troubleshooting for PC, network, phone, printer hardware and software, mobile devices, handhelds. The selected candidate will also participate in technology refresh projects, provides in-person, desk-side and remote support to business users. In addition, the Desktop Support candidate will serve as the initial point of contact for troubleshooting all IT related problems. The ability to communicate effectively and professionally with business users, clients and internal IT support elements is a must.

Requirements/Qualifications

• Excellent customer service, interpersonal and communication skills
• Strong prioritization skills
• Ability to adapt to changing technologies and learn new technologies
• Bachelors in Information Technology or Associates plus 3-5 years of Experience
• Experience with ITIL focused ticket management tools. ServiceNow is a plus but not required.
• Desktop/Laptop Imaging experience
• Hardware & software Application Maintenance and Support
• Perform asset management requirements
• Comply with Williams IT Standard Processes and Procedures
• Comply with IT Client Services organization and IT security policies
• Coordinate resolution activities with all involved parties, but serve as the single point of contact for end users
• Duties as assigned by manager

Technology Requirements

• MS Office 365, Microsoft Teams, Windows 10, PXE with imaging computers, Edge, Internet Explorer, Active Directory, iPhone support, Citrix, Remote Assistance/ Remote Desktop, HP Desktop/Laptops, Multi-Function printers