Technical

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IT Help Desk Technician

Kent, WA 98032

Posted: 02/14/2024 Job Category: Technical Job Number: 179616 Pay Rate: $21.50 - $28.25

Job Description


Roles and Responsibilities:

IT Help Desk Technician
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 and Education Requirements:

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

Pay Range:

The pay range for this position is $21.50- $28.25 hourly; however, the pay offered may vary depending on job-related knowledge, skills, and experience. This pay information is being provided pursuant to applicable law and is based in part on market location.



Benefits:

The benefits available with this position include:



  • Ongoing Training (RSO, Systems, Software Programs, OSHA Safety, JJ Keller, etc.)



  • Continuous Employment Development and Learning



  • Ongoing Advocacy, internal assets with HSE, Legal and HR teams and experts to aid in Employee Career Path and Advancement



  • 401K



  • Aetna & Kaiser Group Medical Coverage



  • Dental Insurance Coverage



  • Vision Insurance Coverage



  • Basic Life Insurance & AD&D



  • Long Term Disability



  • Voluntary Short-Term Disability



  • Access to Health Joy



  • GAP Medical Coverage



  • Direct Deposit



  • Health Savings and Flexible Spending Accounts





Cenergy is a dynamic, diverse, woman-owned company that has provided stellar support to our clients globally for over 25 years! We hire extraordinary people, and each of our team members are encouraged to embody our core values to drive innovation and own it with integrity and trust while adding to our positive and forward-thinking atmosphere.


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