Help Desk Technician

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Full Time

Bothell, WA, US

Salary Range: $22.00 To $28.00 Hourly

The Help Desk Technician is primarily responsible for providing helpdesk support for client end users, which may include onsite or remote diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting support requests and systems analysis, including consulting with users, to determine hardware, software, or system functional specifications. Hardware may include workstations, printers, servers, firewalls, switches, and phones. Support requests may entail tier I/II issues related to active directory management, line of business applications, routing/switching, server and network hardware, or their associated services and roles.

• Provide IT support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support of disaster recovery solutions
• Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Monitor remote monitoring and management system alerts and notifications; respond accordingly through service tickets.
• Perform system documentation maintenance and review in Connect Wise
• Respond to queries professionally, timely and accurately. Communicate with customers as required including keeping them informed of incident progress or notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
• Escalate service requests that require engineer-level support
• Enter time and expenses in Connect Wise according to company procedures
• Complete assigned training materials and blueprints on the Connect Wise University
• Work through project tickets and phases in Connect Wise as assigned by a Project Manager
• Enter all work as service or project tickets into Connect Wise
• Maintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers and others you come into contact with through your job.
• Other duties as assigned.

• Customer Focus
  :
  The individual needs to demonstrate understanding and compassion for concerns and issues. The individual should promptly address customer inquiries and complaints and go above and beyond to ensure customer satisfaction.
• Communication Skills
  :
  Clearly and effectively communicate with customers and team members. Writes concise, clear, and professional emails and messages. Pays full attention to customers, understands their needs, and responds appropriately.
• Problem-Solving Skills
  :
  The individual identifies the root cause of customer issues and develops effective solutions. They think outside the box to resolve customer problems and improve service. They make sound decisions quickly to address customer needs and issues.
• Time Management
  :
  The individual effectively prioritizes tasks to manage multiple customer inquiries and issues. Completes tasks.
• Adaptability
  :
  The individual adapts to changing customer needs, policies, and technologies. Remains calm and effective under pressure during high-volume periods. Quickly learn new procedures and systems as required.

• Ability and desire to provide exceptional customer service
• Ability to act with a sense of urgency while paying attention to detail
• Ability to multi-task effectively and thrive in a fast-paced environment
• Ability to communicate in a positive, effective, and efficient manner
• Ability to work independently and as part of a team
• Ability to prepare, organize, and present information to groups of people
• Ability to match solutions to prospective client needs
• Ability to work after-hours and on-call shifts
• Technical skillset in hardware setup and troubleshooting
• Technical skillset in Windows operating systems:
  Windows (XP,7,8,10)…