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General Information

Job Posting Date: 06/27/2018
Department: IT
Pay Range: DOE (plus full benefits)
Work Schedule: Monday- Friday, 8am-5pm (will also include after-hours, weekends, & on-call rotation)
Hiring Manager / Contact: Human Resources
Location: Woodinville, WA

Primary Responsibilities

  • Provide a helpful and friendly first point of contact for IT related issues. To create and update manuals, and tutorials to empower users to self-troubleshoot.
  • Respond to email and phone calls sent to Help Desk with solutions that are clear and helpful. These will be tracked in a case system and in some cases recorded in tutorials.
  • Provide remote and onsite Level I (basic) technical assistance and support. Resolve problems related to the use of computer hardware and software for system end users. For some specific systems this will extend to Level 2 support
  • Research, resolve, respond to, and document end user inquiries; escalate or reassign issues and problems as needed to appropriate resource for resolution
  • Install and maintain desktop software
  • Setup, upgrade, distribute, and track employee cell phone devices
  • Create and deactivate user accounts in Active Directory and Office 365
  • Assign user licenses and manage shared mailbox permissions in Office 365
  • Troubleshoot operating system and LAN/WAN issues
  • Build and upgrade desktop hardware

Additional Responsibilities

  • Document current processes, procedures, and technical reference papers
  • Participate in scheduling rotation for providing after hours on-call support to end users

Knowledge, Skills and Qualifications

  • Experience troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers) required
  • Experience with Microsoft Dynamics CRM, Mitel phone systems, SQL databases, Crystal Reports, Power BI, or Sage accounting software is a plus
  • Strong written and verbal communication skills required
  • Ability to work in a team-orientated/collaborative environment
  • Ability to multitask and prioritize workload, and adapt to new processes and procedures in a fast-paced environment
  • Ability to handle confidential information in a reliable manner
  • Ability to demonstrate strong customer service skills, and foster a high degree of end user satisfaction through the delivery of quality and timely service
  • Ability to convey technical issues and material to non-technical audience

Education, Training and Certification

  • High School Diploma/GED required; College coursework/degree preferred.
  • Minimum of two years of experience providing end-user support services required.

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