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At Weyerhaeuser, we are the world’s premier timber, land, and forest products company.  Sustainability is the founding concept of our business, and our values drive every decision to ensure we continue to lead the forestry industry in sustainability practices.  And we know about sustainability – we led it in the forestry industry when we planted our first seedling by hand in 1938. We recognize that our success is dependent on the success of our people.  For over 100 years, our Weyerhaeuser team has been making a difference in the world – from the seedlings we plant, to the forests and trees we nurture, we ensure every acre is managed with diligence, patience, and pride.  That is the Weyerhaeuser way.

We are on a mission to transform the timber industry. We are building value through innovation, utilizing new IoT, drone, and mobile devices, and transforming our presence in the cloud. Our connected forests and mills rely on the culture of sustainability and safety that permeates everything we do – including the safety and security of our business systems and data.

Our IT Service Desk team provides first-contact support and resolution for IT-related issues and requests from all employees across the company. We are seeking a talented IT Service Desk Analyst who is highly motivated, team-oriented and passionate about delivering excellent customer service.

We are a fun, service-oriented team of dedicated professionals focused on resolving our customers’ IT service-related issues and requests efficiently and effectively.

Under general guidance, you will provide accurate, friendly, and efficient customer service support over the phone and in person to Weyerhaeuser employees and contractors for their IT-related questions and issues. This role is based in our Seattle HQ office, with a primary shift of 8 am to 5 pm Pacific time, Monday through Friday. You will provide first-contact support for IT-related issues and requests, resolve customer inquiries efficiently and effectively, and maintain a high level of customer satisfaction through excellent service. We are looking for someone who is highly motivated, team-oriented, passionate about providing excellent customer service, and possesses strong communication and problem-solving skills.

Join us and be a part of a team that values dedication, teamwork, and exceptional service!

*Key Functions: *

• Efficiently intake and resolve 80% of assigned tickets and service requests using defined, repeatable processes.
• Handle escalations from Tier 1 IT Service Desk Specialists.
• Listen to and empathize with a wide-ranging customer base and provide helpful solutions and/or educate users with IT-related issues.
• Politely and efficiently probe to obtain understanding of the customer’s issue or question.
• Correspond (written, verbal, electronic) with customers in a professional and friendly manner.
• Document customer interactions in a systematic, detailed, and accurate manner.
• Handle sensitive and confidential information in accordance with department standards and protocols.
• Collaborate actively and regularly within the Enterprise Technical Services team and across the broader IT organization to provide the best possible service to end users.
• Provide technical support for PC’s, monitors, headsets, and conference room equipment. Including imaging personal computers and laptops.
• Place Dell service calls for hardware replacements.
• Continuously train Tier 1 IT Service Desk Specialists on new skills, tools, and processes.
• Develop and maintain functional/user documentation (Knowledgebase articles).
• Troubleshoot a variety of technical issues for customers such as VPN, headset, patching, Office 365, MS Teams, SharePoint, etc.
• Manage ticket queues and ensure proper ticket documentation and service levels are met.
• Flow to work to ensure successful management of multiple tasks and changing priorities in a dynamic environment. Collaborate with the IT Service Management team to identify high priority incidents and outages.
• Identify opportunities for process improvements and assist in implementing solutions.
• This is a hybrid role that includes working from our Seattle HQ, traveling to various business sites (to support projects and provide field services support), and working from home.
• Travel to business sites is not expected to exceed 20% in any single month.
• When not traveling or providing on-site IT support, IT Service Desk call intake support is required.
• This support will be a Hybrid split model with approximately 25% work from home / 75% in office work to start but may change as our support needs change.

• Perform other duties as needed to support our customers' IT support needs.

• Associates degree (or higher) in Information Technology or 2 years of IT Service Desk Experience.

• Strong ability to identify areas of improvement in Service Desk procedures to improve customer experience.
• Good desktop, laptop, network, M365 troubleshooting skills.
• Strong interpersonal and exceptional customer service skills both in person and over the phone.
• Ability to effectively communicate technical information at an appropriate level for the target audience.
• Strong analytical and problem-solving skills.
• Ability to manage a diverse workload and work under time constraints with minimal supervision.
• Ability to multi-task and manage multiple priorities concurrently.
• Excellent collaboration skills in working together with others.
• Ability to analyze and troubleshoot issues using Knowledgebase articles.
• Ability to educate end users and perform troubleshooting for Outlook, Internet Explorer, Edge, Chrome, MS Teams, and other M365 applications.
• Demonstrates sound judgment in performing tasks and proactively contributes ideas to help improve existing processes.
• Acts on, and displays commitment to self-development, and shares knowledge proactively with others.
• Typing proficiency of 40wpm or greater.
• Demonstrates a strong sense of urgency in responding to and resolving issues promptly.
• Ability to prioritize tasks effectively to meet deadlines and service level agreements (SLAs).

*Desired Requirements: *

• Individuals with any of the following experiences/knowledge, in addition to the requirements stated above, will be considered stronger candidates:
• Bachelor’s degree (or higher) in Information Technology.
• Experience using Cherwell or similar IT Service Management tool.
• Certificates in Foundational ITIL v4, MCSA.

What We Offer:

Compensation: This role is eligible for our annual merit-increase program, and we are targeting a salary range of $79,300-$118,995 based on your level of skills, qualifications, and experience. You will also be eligible for our Annual Incentive Program, which offers a cash bonus targeting 7% of base pay. Potential plan funding may range from zero to two times that target.

Benefits: When you join our team, you and your dependents will be offered coverage under our comprehensive employee benefits plan, which includes medical, dental, vision, short and long-term disability, and life insurance. We offer a pre-tax Health Savings Account option which includes a company contribution. Other benefit options are also available such as voluntary Long-Term Care and Employee Assistance Programs. We also support personal volunteerism, sponsor a host of diversity networks, promote mentoring, and provide training and development opportunities to help you chart your path to a fulfilling career.

Retirement: Employees can enroll in our company’s 401k plan, which includes a paid company match in addition to our annual contribution equal to 5% of your base salary.

Paid Time Off or Vacation: We provide eligible employees who are scheduled to work 25 hours or more per week with 3-weeks of paid vacation to use during your first year of employment. In addition, after being employed for six months, eligible employees begin to accrue vacation for future use. We also recognize eleven paid holidays per year, providing a total of 88 holiday hours and paid parental leave for all full-time employees.

About Weyerhaeuser

At Weyerhaeuser, we are the world’s premier timber, land, and forest products company. Sustainability is the founding concept of our business, and our values drive every decision to ensure we continue to lead the forestry industry in sustainability practices. And we know about sustainability – we led it in the forestry industry when we planted our first seedling by hand in 1938. We recognize that our success is dependent on the success of our people. For over 120 years, our Weyerhaeuser team has been making a difference in the world – from the seedlings we plant, to the forests and trees we nurture, we ensure every acre is managed with diligence, patience, and pride. That’s the Weyerhaeuser way. Learn more at https://www.weyerhaeuser.com/sustainability/

/Weyerhaeuser is an equal opportunity employer. Inclusion is one of our five core values and we strive to maintain a culture where all our people feel a sense of belonging, opportunity and shared purpose. We are committed to recruiting a diverse workforce and supporting an equitable and inclusive environment that inspires people of all backgrounds to join, stay and thrive with our team./

Job: *Information Technology

Title: IT Service Desk Analyst

Location: WA-Seattle

Requisition ID: 01021657