Technology Help Desk Technician

We are currently seeking a Senior Technology Helpdesk Technician to join our dynamic team as a member of our growing IT division in Seattle on a contract-to-hire basis. Responsibilities include:

Technical Support

• Develops and maintains systems for software and hardware deployment and processes for the Technology Helpdesk and IT Infrastructure teams.
• Responds to tier 2 or higher tickets efficiently and keeps technology helpdesk and management updated on the problem resolution.
• Provides support and assistance to employees.
• Performs the duties of a Technology Helpdesk Technician.
• Support over 100 enterprise and client applications.
• Troubleshoot general network connections.

Collaboration

• Mentor and provide assistance to team members.
• Act as point of escalation for the Technology Helpdesk Technicians.
• Responsible for supporting the day-to-day fulfillment of Technology Helpdesk Technicians work orders.
• Work with the Technology Manager to build a cohesive and supportive work environment.
• Work collaboratively with other departments
• Provide training for new technicians.
• Develop and document processes for other Technicians to follow.
• Responsible for researching and recommending new technology for the company.

Cross-functional Relationships & Customer Satisfaction

• Provide excellent customer service and develops strong internal customer partnerships with key internal clients.

Communication

• Communicate with and coordinate internal resources to meet project deliverables.
• Communicate with clients as needed to achieve shared business objectives.
• Responsible for communication and sharing of information and best practices across team members.
• Helps gather client insight to drive process improvements.

What You Need to Succeed

• Must have demonstrated proficiency for all the responsibilities of a Technology Helpdesk Technician.
• High school education or equivalent or equivalent work experience required.
• A+ certification or equivalent required such as: CompTia: Network +, Security +, Microsoft certs focused on O365 and Windows OS support, ITIL Foundation.
• Experience in troubleshooting and repairing PCs, tablets, peripheral devices, laptop computers and other mobile platforms required.
• Advanced knowledge of Microsoft Operating Systems required.
• Advanced knowledge of Microsoft Office Suite - Word, Excel, PowerPoint and Outlook required.
• Ability to use basic networking troubleshooting tools (ping, tracert, nslookup) required.
• Two (2) years lead or supervisory experience preferred.
• Four to Six (4-6) years technical support experience preferred.
• Familiarity with Server Administration and Networking preferred.
• Working knowledge of Windows Deployment Services preferred.
• Working knowledge of Windows Software Updater Services preferred.
• Working knowledge of Windows Deployment Services preferred.
• Working knowledge of Windows Software Updater Services preferred.