Details:
Job Title: IT Help Desk Technician
Pay rate: $21.5 / Hr (actual offer based on experience)
Location: Kent, WA
Area Code: 253
ZIP Code: 98032
Start Date: Right Away
Keywords: #ITJobs #HelpDeskJobs #TempJobs
Benefits:
* Medical / Health Benefits with multiple plan options, Flexible Spending Accounts, Dental and Vision / glasses / prescription contact lens and eye test options available.
* On the job training / cross-training to develop and expand skills, creating opportunity for advancement and personal development. Tuition reimbursement available for relevant development opportunities.
* Life Insurance, disability insurance, and voluntary life insurance for family members available. Accident and critical illness insurance optional.
* Scheduled performance reviews create opportunities for advancement and pay increases.
* We have many success stories from individuals who took advantage of the training, cross-training, and personal development opportunities for advancement. We also have success stories of individuals who desired a reliable, scheduled and consistent career with appropriate work-life balance, health benefits and good job security. Whichever way you define success, this work culture cares about team members and treats each individual with dignity, inclusion, respect and recognition.
* A Referral Program compensates active employees for referring friends and former colleagues when the referral results in hiring the person. Our team has grown with referrals and internal promotions.
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.
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.
Education and Experience:
* High School Diploma required
* 3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity
* Experience using imaging and migration utilities such as SCCM, MDT, and USMT.
* Experience troubleshooting Mobile Device Operation Systems (iOS, Android)
* Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
* Experience troubleshooting MacOS clients
Skills and Knowledge:
* Must be a U.S citizen
* 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.
* Excellen