Job Information
Belcan Corp IT Help Desk Technician in Kent, Washington
Details: Job Title: IT Help Desk Technician Pay rate: $21.5 / Hr (actual offer based on experience) Location: Kent, WA Area Code: 253 ZIP Code: 98032 Start Date: Right Away Keywords: #ITJobs #HelpDeskJobs #TempJobs Benefits: * Medical / Health Benefits with multiple plan options, Flexible Spending Accounts, Dental and Vision / glasses / prescription contact lens and eye test options available. * On the job training / cross-training to develop and expand skills, creating opportunity for advancement and personal development. Tuition reimbursement available for relevant development opportunities. * Life Insurance, disability insurance, and voluntary life insurance for family members available. Accident and critical illness insurance optional. * Scheduled performance reviews create opportunities for advancement and pay increases. * We have many success stories from individuals who took advantage of the training, cross-training, and personal development opportunities for advancement. We also have success stories of individuals who desired a reliable, scheduled and consistent career with appropriate work-life balance, health benefits and good job security. Whichever way you define success, this work culture cares about team members and treats each individual with dignity, inclusion, respect and recognition. * A Referral Program compensates active employees for referring friends and former colleagues when the referral results in hiring the person. Our team has grown with referrals and internal promotions. Job Description: This role is both the frontline of internal customer technical support (Tier 1), as well as escalated support (Tier 2), resolving more difficult issues and escalating further, when needed. Responsibilities: * Act as the first point of contact for internal customers via phone and Service Now * Uses Service Management solutions to log, assign and receive support tickets with descriptions of issues, progress and solutions and guides Tier 1 staff in best practice usage * Resolves problems with hardware (workstations, printers, mobile devices and servers) and software (Network Access, Microsoft Office, Business Systems, on-premises and online). *Asks questions about the problem and explaining possible solutions * Uses manual and automated diagnostic tools to identify problems and root cause * Updates knowledge base with prescriptive guidance for common problems to improve quality of Tier 0 customer self-service * Escalates incidents and requests Tier 3 support when the problem is more complex * Arranges for a technician to visit the customer if a problem can"t be solved over the phone or by email. * Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology. * Participates actively in incident, problem, request and change management processes and their ongoing improvement. * Follows procedures for the installation, deployment and maintenance of workstation hardware and software. * Executes corrective actions as prescribed by other technicians or per standard recovery procedures. Education and Experience: * High School Diploma required * 3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity * Experience using imaging and migration utilities such as SCCM, MDT, and USMT. * Experience troubleshooting Mobile Device Operation Systems (iOS, Android) * Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7) * Experience troubleshooting MacOS clients Skills and Knowledge: * Must be a U.S citizen * Professionally respond to calls, emails, chats and voicemails for customer support. * Technical writing proficiency. * Innovative, team-oriented problem solver. * Excellent interpersonal, negotiation and communication (verbal and written) skills. * Excellen