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Greenberry Industrial, LLC Service Desk Technician 2 in Vancouver, Washington

Position: Service Desk Technician IIReports to: IT DirectorLocations: Vancouver, Washington.GENERAL SUMMARYProvide technical software, hardware and network problem resolution to all Greenberry computer users and remote sites by performing question/problem diagnosis and guiding users through step-by step solutions. Office provided for necessary onsite duties (2 days a week) and telecommuting optional for remainder of workload. Clearly communicate technical solutions in a user-friendly, professional manner. Complete new hire equipment and account setup in a timely manner. Provide one-on-one end-user training as needed. Maintain hardware and software inventory. PRIMARY DUTIESProvide comprehensive first-tier support via phone, internet and email for the efficient resolution of technology problems and requests for Greenberry end users. Take ownership of all customer interactions, ensure appropriate follow-through, and provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication. Log all details of support sessions. Display a solid knowledge of major desktop software applications and networking concepts; identifying, researching, resolving, and documenting technical issues. SCOPE OF RESPONSIBILITYPosition operates generally by following specified practices and procedures and contributes to the development of new concepts. Decisions are made within policy constraints and duties are performed independently. Make recommendations concerning long-range planning. The job encounters a wide diversity and level of complexity. Errors may cause significant disruption of operations and productivity of other employees; could cause loss of permanent records and data, resulting in needs for overtime, lost productivity and possibly financial loss. Complete Special projects as assigned by IT Director.Contacts are normally made with others inside and outside of the company, including other departments, customers, executive staff, immediate associates and own Manager. Contacts are usually made on own initiative, concerning matters requiring explanation, discussion, interpretation or approvals.All employees have the responsibility to both the customer and their co-workers to do the job right the first time and to ensure the customers' needs are being met.SPECIFIC SKILLS AND KNOWLEDGEMust possess and apply knowledge of setup and configuration of desktops/laptops using the current version of MS Windows and MS Office. Must have proven experience in troubleshooting hardware and software configurations. Excellent oral and written communications skills and the ability to work with all levels within the organization. Require effective analytical, consultative and problem solving skills with the ability to train others on technical material, including software applications and hardware. Must understand the systems development process and have a solid understanding of the business process.EDUCATION AND EXPERIENCEDemonstrated experience with Windows 10 and MS0365. 5-8 years of experience in IT. Excellent written and oral communication/time management skills, flexibility, and the ability to multi-task required. Possess a positive service-oriented attitude and is able to maintain a professional demeanor in often difficult circumstances. Take ownership on all issues through resolution. A+, MCDST, Microsoft Office Specialist certification desired.Normal hours are 8:00a.m.to 5:00p.m.Monday through Friday. Additional time and on-call support may be required during heavy workloads or to meet deadlines. Limited travel may be required. Physical ability to lift and transport computers and printers required. The statements contained in this job description are not necessarily all inclusive; additional duties may be assigned and requirements may

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