• IT Help Desk Technician

    Belcan (Kent, WA)


    IT Help Desk Technician

     

    Job Number: 361100

     

    Category: Help Desk / Support

     

    Description: Job Title: IT Help Desk Technician

     

    Pay rate: $25- $26/hr.

     

    Area Code: 253

     

    ZIP Code: 98032

     

    Start Date: Right Away

     

    Shift hours: 5:30am or 6am start (8 hour shifts).

     

    Keywords: #HelpDeskTechnicianJobs; #KentJobs;

    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

    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.

    Functions and 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

     

    If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at Belcan.com

     

    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.

     

    Minimum Experience (yrs): 3+

     

    Required Education: High School Diploma

    Benefits:

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