IT Help Desk Technician

Job Title: IT Help Desk Technician

Location: Kent WA 98030

Duration: 90 100 Days assignment

Job Roles & Responsibilities:

• Act as the first point of contact for internal customers via phone and Service Now
• Uses Service Management solutions to log assign and receive support tickets with descriptions of issues progress and solutions and guides Tier 1 staff in best practice usage
• Resolves problems with hardware (workstations printers mobile devices and servers) and software (Network Access Microsoft Office Business Systems onpremises and online).
• Asks questions about the problem and explaining possible solutions
• Uses manual and automated diagnostic tools to identify problems and root cause
• Updates knowledge base with prescriptive guidance for common problems to improve quality of Tier 0 customer selfservice
• Escalates incidents and requests Tier 3 support when the problem is more complex
• Arranges for a technician to visit the customer if a problem cant be solved over the phone or by email.
• Develops and maintains knowledge of legacy existing and new PC hardware and software technology.
• Participates actively in incident problem request and change management processes and their ongoing improvement.
• Follows procedures for the installation deployment and maintenance of workstation hardware and software..
• Executes corrective actions as prescribed by other technicians or per standard recovery procedures.

• High School Diploma required
• 3 years work experience in IT customer service role able to demonstrate technology skillset in a customer service capacity
• Professionally respond to calls emails chats and voicemails for customer support.
• Technical writing proficiency.
• Innovative teamoriented problem solver.
• Excellent interpersonal negotiation and communication (verbal and written) skills.
• Excellent organizational time management and followthrough skills.
• Ability to manage multiple competing priorities.
• Unwavering commitment to providing customers with a highquality experience.
• Troubleshooting and diagnostic / repair skills for PCs and components.
• Troubleshooting and diagnostic / repair skills for peripheral equipment such as printers document scanners barcode scanners handheld devices and monitors.
• Experience using imaging and migration utilities such as SCCM MDT and USMT.
• Proficiency in Microsoft Office application usage.
• Experience troubleshooting Mobile Device Operation Systems (iOS Android)
• Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
• Knowledge of networking fundamentals
• Must be physically capable of lifting computers monitors printers parts and supplies and sitting for extended periods of time.
• Experience troubleshooting MacOS clients
• CompTia A / Server / Network
• HDI Customer Help Desk Analyst
• Microsoft Office Specialist
• MTA / Microsoft Office Specialist
• MCP / MCSA / MCSE / MCDST
• ITIL
• ServiceNow