Helpdesk Engineer (Olympia, WA)
Job Posting for Helpdesk Engineer (Olympia, WA) at Intelligent Technical Solutions
Job Description:
As an IT Helpdesk Engineer Tier 1.5/2 at Intelligent Technical Solutions, you are responsible to help us support our clients providing a world class service within our SLA's using a passionate and positive approach to the job. You will be responsible for assisting in the setup, maintenance and support of all end user computers, phones, peripherals including escalations from tier 1 techs. You will also assist end users with any support needs or questions they may have.
Job Responsibilities:
- Provide first and second tier remote troubleshooting, training and tech support to end users.
- Set up, configure and troubleshoot computers, printers and peripherals.
- Perform installs and updates on business software platforms.
- Quickly learn the company's process and procedures as well as clients.
- Work tickets escalated tickets that may be more complex or require tier 2 access.
- Maintain accurate client network documentation.
- Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phone calls.
- Tailor communication style and troubleshooting delivery to match knowledge or skill level of end user.
- Coordinate incident resolution with third parties and vendors.
- Communication with clients to keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Identify and surface trends of client issues with a focus on potential solutions.
Job KPI's:
- Maintain utilization goals.
- Maintain working minimum number of tickets per day (average).
Job Qualifications:
- Experience in troubleshooting end user issues and a Windows domain environment.
- Experience in providing tier 1 to tier 2 helpdesk support to clients.
- Someone who can work with others to deliver results, provide meaningfully contributing to the team and prioritizing group needs over individual needs.
- Someone who consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.
- A team member that demonstrates a desire to proactively help and serve clients and other team members meet their needs.
- Can clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
- Pursues everything with energy, drive, and a need to finish—doesn’t give up.
- Uses an organized and logical approach to find solutions to complex problems.
- Looks beyond the obvious to understand the root cause of problems.
- Someone who is personally committed to, and actively works to continuously improve.
- Google-fu: if you don’t know the answer but is an expert at using the right key words to find it.
Compensation:
Pay rates start at $45k/year and vary by experience and location.
Pay increase depends on acquisition of certificates. Technicians are expected to take the company sponsored certification at least once every six months upon hiring.
(Example certifications: CompTIA Security , CompTIA Network , Microsoft MCDST or MCP.)
Benefits:
- Paid US Holiday
- Paid Time Off
- Comprehensive Health Plans
- Life and Accident Insurance
- Accident and Disability Coverage
- Company-paid training and certification
- Retirement Security
- Health & Wellness Program
- Salary Advancement
IMPORTANT
PLEASE ANSWER IN YOUR COVER LETTER WHEN APPLYING:
PLEASE ANSWER IN YOUR COVER LETTER WHEN APPLYING:
- Are you currently in Olympia, WA or nearby cities (kindly indicate)?
- Please provide your salary expectations. Don't say negotiable, please enter a $ range (per hour).
- Do you have a valid driver's license and a vehicle to use?
- Are you willing to undergo a series of online tests that take about 30 to 60 minutes to complete?
- What tech certifications do you have under your belt? (Required)
- Have you worked FOR an MSP? If so, please tell us how many years and what your experience was like.
Salary.com Estimation for Helpdesk Engineer (Olympia, WA) in Olympia, WA
$53,115 to $66,220
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