IT Support Specialist

2 weeks ago


Airway Heights, Washington, United States NR Consulting Full time
Job Title: IT Help Desk Technician

Location: Airway Heights, WA 99001

Duration: 6 Month Contract

Shift:

Monday through Friday 5:30am or 6am start (8-hour shifts).

Job Summary:

We are seeking a highly skilled IT Help Desk Technician to join our team at NR Consulting. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical support to our internal customers.

Key Responsibilities:

  • Act as the first point of contact for internal customers via phone and Service Now
  • Use 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
  • Resolve problems with hardware (workstations, printers, mobile devices and servers) and software (Network Access, Microsoft Office, Business Systems, on-premises and online)
  • Ask questions about the problem and explaining possible solutions
  • Use manual and automated diagnostic tools to identify problems and root cause
  • Update knowledge base with prescriptive guidance for common problems to improve quality of Tier 0 customer self-service
  • Escalate incidents and requests Tier 3 support when the problem is more complex
  • Arrange for a technician to visit the customer if a problem can't be solved over the phone or by email
  • Develop and maintain knowledge of legacy, existing, and new PC hardware and software technology
  • Participate actively in incident, problem, request and change management processes and their ongoing improvement
  • Follow procedures for the installation, deployment and maintenance of workstation hardware and software
  • Execute corrective actions as prescribed by other technicians or per standard recovery procedures

Qualifications:

  • 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, team-oriented problem solver
  • Excellent interpersonal, negotiation and communication (verbal and written) skills
  • Excellent organizational, time management and follow-through skills
  • Ability to manage multiple, competing priorities
  • Unwavering commitment to providing customers with a high-quality 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

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