Wireless Advocates IT Helpdesk 1 Contractor in SEATTLE, Washington
Wireless Advocates is a leading provider of wireless products and services both online and in nearly 700 retail locations nationwide. Together with the top wireless carriers (Verizon, AT&T, T-Mobile) and manufacturers (Apple, Samsung, Google) - our knowledgeable team of wireless experts are here to help people connect.
At Wireless Advocates, we continuously engage with the top wireless manufacturers, providers and channel partners to bring you the very best deals in wireless products and services. The goal – to make purchasing wireless simpler. By partnering with all the major carriers and manufacturers, we’re able to provide our customers a full range of wireless choices and the unbiased consultation they need to select the device and plan that’s best for them.
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.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
-Ability to sit and/or stand at a workstation 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 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.
Wireless Advocates is an equal opportunity employer, we encourage and support diversity in the workplace.
Requisition ID: 2022-39224
External Company URL: www.wirelessadvocates.com
Street: Fairview Ave N, Suite 900