IT Support Technician

Top Skills' Details Top Skills' Details

*********** Onsite in Lynnwood, WA area REQUIRED - Remote flexibility will be earned

*********** Travel required to Peoria, IL for initial 2 weeks to train with the team
1. 2+ years of experience with a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.).
2. 2+ years of experience working on Microsoft Windows operating systems and applications
3. 2+ years of exposure to Active Directory Infrastructure, Endpoint network protocols and troubleshooting techniques

Job Description
Under supervision, the IT Support Technician provides the first line of technical support to associates by responding to and addressing issues that are reported. The technician documents, troubleshoots, and research every issue to ensure support levels are maintained. This role is focused on customer experience and completing all customer requests to the resolution stage. At every step, the IT Support Technician's primary focus is on driving a positive interaction and effective support.
Nice to Have:
-ITIL, Microsoft, and other technical certifications preferred.
-Excellent written and verbal communication
-Aptitude and attitude to learn and grow with the team - will consider less experience for the right personality.
Role: 60% Service Desk
40% Local office desktop support and projects
May vary according to needs.
Oncall:
Required. 1 week on, 8 weeks off.
Stipend of $225 for the week to be oncall plus time handling events (typically this yields overtime)
Training: 2 weeks in Peoria, IL. All expenses will be covered
Remote:
After entering the oncall rotation, 2 days a week can be earned once goals are met.
Knowledge of:

* A wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.).

* Microsoft Windows operating systems and applications

* Active Directory Infrastructure

* Endpoint network protocols and troubleshooting techniques

* Principles of troubleshooting and analysis.

* Working within an ITSM system, guided by ITIL principles and methods.
Skills in:

* Methods and techniques used in the installation, troubleshooting, problem resolution and maintenance of information systems hardware and software.

* Identifying trends and making suggestions for technical modifications to resolve existing and future problems.
Ability to:

* Provide a superior customer experience while supporting a variety of users with divergent needs and skill levels.

* Translate user needs into viable solutions.

* Work independently and as part of a project or incident team.

* Manage time effectively through dynamically evolving priorities and needs.

* Work collaboratively to make decisions and respond to urgent situations.

* Communicate and convey technical and complex information in simple terms, both verbal and written, to customers and other analysts. Communications should be timely and routine.

* Accurately troubleshoot and diagnose technology issues in a complex networked environment.

* Independently maintain knowledge and acumen on current and evolving technologies and skills.
Employee Value Proposition (EVP)
This is an excellent opportunity to join a growing team. This is direct that comes with strong benefits and potential career growth. This is a critical shift that will provide much needed value and this person can be the "go-to" for after hours support. They can be more than just one of many on the team, they can put their stamp on the after hours support culture.
Work Environment
Role: 60% Service Desk
40% Local office desktop support and projects
May vary according to needs

* Job Type & Location
* This is a Contract position based out of Lynnwood, WA.

* Pay and Benefits
* The pay range for this position is $20.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment.…