Technical Support Tier 3 Idaho

Hampton Lumber is a thriving family-owned company aspiring to beNorth Americas preferred source for responsibly-sourced wood solutions. Headquartered in Portland Oregon we operate nine sawmills in Western Oregon Washington and British Columbia. We also manage timberland and operate a wholesale and import/export division.

Our mission is togrow manufacture and market renewable wood products and deliver innovative solutions for a more sustainable built environment. At Hampton Lumber we accomplish this through our own operations as well as those of our affiliatesTrapa Forest Products Idaho Timber and RedBuilt. Our tagline Find a better way every day encapsulates our commitment to innovation and improvement across all operations.

We are guided by our core values:

• Safety Prioritize safety across all operations.
• Integrity & Authenticity Operate honestly and ethically while preserving our distinctive family-owned brand.
• Responsible Stewardship Endeavor to balance and maintain economic social and environmental values in everything we do.
• Tenacity Embrace challenges with grit determination and a can-do spirit.
• Continuous Improvement Strive to enhance our processes products and people.
• Customer Satisfaction Be nimble responsive and solutions-oriented.
• Community Engagement Be a responsive supportive and respected member of the community.

With over 80 years in the sawmill business we are proud to have cultivated the knowledge and experience needed to grow and prosper even in challenging times. We always look to the future and invest in our people new technologies and continuous improvement processes and techniques.

Join Hampton and discover why were more than just a workplacewere a community of creative problem-solvers who love what we do! At Hampton youll find a positive upbeat environment where collaboration growth and a sense of fun are always encouraged. As our IT Tier 3 Support Specialist youll play a key role in helping colleagues succeed all while enjoying the camaraderie and opportunities that make Hampton a fantastic place to build your career.

We believe in empowering our team and users to troubleshoot confidently reduce escalation rates and expand our run book capacity. Youll help drive our self-help initiatives making sure everyone has the tools and support they need to thrive. Reporting to the Service Desk IT Manager youll be based at our Boise Idaho office surrounded by friendly faces and a culture that celebrates both professional and personal milestones.

• Substantial company-paid assistance for Medical and Dental insurance premiums; mental health coverage; cost effective co-pays and deductibles
• 401(k) with 5% annual company contribution and generous company matching contributions vested over three years
• Paid time off including eight paid holidays
• Opportunity to earn bonuses
• Employee wellness program that includes free counseling sessions financial and legal guidance and more
• Opportunities for paid training to support career advancement and personal development

Detailed responsibilities will include but are not limited to:

Customer Service Excellence

• Connect with users in a friendly empathetic way to solve their technical challenges making their experience memorable and encouraging them to grow their own skills.
• Take ownership of ticket queues with poisedynamically prioritize tasks and deliver exceptional customer service in every interaction consistently enhancing user satisfaction through your positive and solutions-focused approach.
• Enjoy a dynamic role that takes you on the roadtravel between multiple sites with confidence backed by your reliable transportation valid drivers license and proof of insurance.
• Balance the excitement of solving immediate support needs with the strategic satisfaction of identifying patterns and proposing process improvementshelping us Find a better way every day.

Operational Efficiency

• Work seamlessly with your teammates and shine when youre flying solo knowing youre part of an organization that supports you every step of the way.
• Take pride in reducing escalation rates through proactive support creative solutions and empowering others to tackle technical issues confidently.
• Energize the team by mentoring junior staff and cultivating a vibrant collaborative atmospherewhere everyone feels empowered to learn share ideas and drive collective achievements together!
• Play a key role in keeping our technology running at its best by actively assisting with patch management across all production-related devices and applicationsensuring the latest updates and security enhancements are always in place to support our teams success!
• Perform network monitoring to provide proactive alerting and historical performance records.
• Partner with leading third-party vendors to design and refine innovative support and upgrade procedures for the latest network technologies.
• Take ownership of critical deadlinesplan prioritize and deliver with a results-driven mindset that ensures success at every milestone.

Problem Solving and Troubleshooting

• Take charge of documenting processes and building comprehensive runbooks empowering colleagues with tools for self-help and continuous learning.
• Be a vital part of our 24/7 support team rotation tackling challenges head-on and resolving escalated issues to keep our systems running smoothly around the clock.
• Thrive in a fast-paced environment where your flexibility and multitasking skills allow you to juggle shifting priorities while maintaining exceptional control over your responsibilities.

• Strong work ethic sense of commitment team-oriented customer-focused and willingness to embrace change while striving for continuous improvement.
• Superior organizational and communication skills plus the ability to initiate and handle multiple tasks and deadlines and the ability to work with multiple internal customers and team members from varied levels and functional backgrounds.
• Proven customer service skills and related verbal & written communication skills.
• Strong collaboration skills working directly with non-technical stakeholders on discussing requirements needs tasks and support management.
• Solid understanding and direct hands-on experience with Windows operating systems is required.
• Fundamental understanding of operating systems programs maintenance systems administration enterprise applications and network systems.
• Proven ability to work as a team and adapt to different roles.
• Experience in an industrial/manufacturing environment is preferred but not required.
• Knowledge of the lumber industry is preferred but not required
• Mid-level skills or greater working with the Microsoft desktop product suite including Word Excel Outlook and PowerPoint.
• Attention to detail with excellent problem-solving skills a high degree of accuracy and efficiency
• Maintain high personal and professional standards of focus attention and dedication to work
• Continue education for professional improvement
• Approach responsibilities of employment with enthusiasm while working with other teams and departments focusing on the Hampton Core Values
• Assertive and responsible while exemplifying the highest level of ethics honesty and integrity.
• Strong analytical and problem-solving skills with the ability to anticipate opportunities and provide practical solutions given the business environment.
• Self-starter with the ability to accept responsibility and develop their own agenda to support the requirements of internal customers.
• Looks for the opportunity and has the capacity to take on additional responsibility

Education & Training Required:

• Bachelors Degree in a technical discipline or 4 years of equivalent work experience.
• Current software and platform certification OR equivalent experience.
• Minimum 4 years experience in a technical support environment.

Hampton Lumber is a fourth-generation family-owned company headquartered in Portland Oregon that has grown to become one of the nations largest privately held forest products companies. With over 80 years in the sawmill business Hampton operates sawmills in Oregon Washington and British Columbia and markets wood products all over the world. We also manage a wholesale and lumber export division and numerous reload and re-manufacturingfacilities throughout the U.S. All of Hamptons forestlands are certified by the Sustainable Forestry Initiative (SFI) an independent non-profit organization that promotes sustainable forest management. SFI certified forests play an important role in water conservation wildlife habitat and climate solutions.

Community is important to us and we encourage and support our employees desire to be active in the community through volunteering and special projects. We passionately support youth education career and technical education the arts diversity and inclusion affordable housing and anti-poverty programs. We are also proud sponsors of the Portland Timbers and the Portland Thorns soccer clubs. Go Timbers! Go Thorns!

Learn more at or follow us on Facebook:@HamptonLumber. You can also learn about our company and our priorities by visiting our blog.

Hampton Lumber is an equal opportunity employer: All qualified applicants will receive consideration for employment without regard to race/ethnicity color religion sex sexual orientation gender identity national origin disability protected veteran status age or any other status protected by law.

Disability accommodation available: If you are an individual with a disability and need a reasonable accommodation in the application or hiring process please contact the Human Resources Office for the location that you are applying.

Women and minorities are encouraged to apply.

For more information about our commitment to equal employment opportunity please see these government posters: EEO is the Law and its accompanying temporary supplement.