Wireless Advocates Helpdesk Technician I in SEATTLE, Washington
Headquartered in Seattle, Washington, Wireless Advocates is a leading provider of wireless products and services both online and in over 600 retail locations nationwide. Together with the top wireless carriers (Verizon, T-Mobile, AT&T, Sprint) and OEM's (Apple, Samsung, LG, Motorola), our expert team of wireless professionals are here to help people connect.
Wireless Advocates operates retail kiosks and online sales activities for our retail partners: Costco Wholesale, Army & Air Force Exchange Services (AAFES), Marine Corps Exchange (MCX), and Navy Exchange (NEX). Wireless Advocates is proud of our relationships with partners in building successful wireless operations within their stores. Our private label sales kiosks integrate effortlessly into retail environments, delivering customers a great experience.
ESSENTIAL DUTIES & RESPONSIBILITIES:
-Act as Primary Help Desk Operator. Take incoming incidents and requests via LANDesk ticket, phone, e-mail, and voicemail.
-Create tickets through the LANDesk/Service Desk ticketing system using SLA guidelines.
-Perform linear and logical troubleshooting.
-Accurately assign an impact and urgency level and validate appropriate priority setting in accordance with SLA guidelines and management instruction. Document issues consistently and thoroughly, ensure a concise problem statement is captured when creating the ticket and document an accurate ‘root cause’ at the conclusion.
-Responsible for accurately and completely processing incidents/requests throughout the ticket life cycle.
-Assist with the collection, processing, testing and accounting of incoming shipments. Always ensure equipment and parts are properly labeled and stored.
-Alert a Level 2 Technician of high priority incidents, business escalated incidents or requests, or equipment shortages.
-Provide PC, Citrix, and general technical troubleshooting support to work toward resolution of assigned tickets. Escalate issues to a Level 2 Technician if you are unable to resolve in a reasonable amount of time. Always make sure requisite troubleshooting has been performed prior to escalation.
-Create, use, and follow Knowledge Base documentation and User Self-Help documents.
-Ability to work non-traditional shift/hours to ensure adequate coverage of store operations and business need.
-Participate as an active member of the team and contribute to the team’s overall success.
-Demonstrate flexibility in duties and responsibilities in order to achieve common goals.
-Other duties as assigned.
-Minimum of 1-2 years related work experience required.
-Knowledge of networking and Windows Operating Systems.
-Proven experience troubleshooting hardware, software, and network with a direct focus on the source(s) of problems.
-Demonstrated commitment to excellent customer service.
-Proven ability to take ownership of client issues.
-Proven ability to communicate technical solutions in a user-friendly and professional manner, both verbally and in writing.
-Effective cross group collaboration.
-Strong business acumen and analytical skills.
-High level written and verbal communication skills, with technical writing experience.
-Top-notch analytical skills; methodical and detail-oriented planner and problem-solver; ability to eliminate variables, prioritize requirements, identify root causes and present objective, organized information to customers, internal and external partners.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
-Ability to sit and/or stand at a work station in an office environment for extended periods of time and work on a PC without limitations.
-Excellent situational awareness – must be comfortable in dynamic open environments.
-Ability to travel to, and move about in, field locations in order to perform field assessments.
-Ability and willingness to occasionally work non-traditional or extended hours based on business needs.
-Ability to lift a minimum of 35 pounds.
-Ability to bend and reach under desks and within small spaces.
-Ability to safely pack/unpack, ship, and store end-point equipment.
We’ve Got You Covered!
At Wireless Advocates, our people are our greatest asset. We are dedicated to providing our employees the tools to succeed in their career, as well as to maintain a healthy work-life balance. We offer the following benefits:
-Medical, Dental, and Vision coverage
-Retirement Savings including 401(k) with company match
-Paid Vacation Time
-Short-Term & Long-Term Disability Insurance
-Employee Assistance Program 100% company paid
-Life Insurance Policy 100% company paid
-Flexible Spending Accounts
Wireless Advocates is an equal opportunity employer, we encourage and support diversity in the workplace.
To find out more about us, visit our website at: www.wirelessadvocates.com
Requisition ID: 2020-27191
Street: Fairview Ave N, Suite 900