Technical Support Specialist

2 weeks ago


Airway Heights, Washington, United States NR Consulting Full time
Job Title: IT Help Desk Technician
Location: Airway Heights, WA
Duration: 6 Month Contract
Shift: Monday through Friday, starting at 5:30am or 6am (8-hour shifts).

Overview:
We are seeking candidates with a minimum of 3 years of experience in a manufacturing environment to fill the role of IT Help Desk Technician. This position serves as the primary contact for internal technical support, addressing Tier 1 inquiries and providing escalated Tier 2 assistance for more complex issues.

Key Responsibilities:
  • Serve as the initial point of contact for internal customers through phone and support ticketing systems.
  • Utilize Service Management tools to log, assign, and track support tickets, guiding Tier 1 staff in effective practices.
  • Diagnose and resolve hardware and software issues, including workstations, printers, mobile devices, and network access.
  • Engage with customers to understand their issues and communicate potential solutions.
  • Employ diagnostic tools to identify problems and determine root causes.
  • Enhance the knowledge base with detailed guidance for common issues to improve self-service capabilities.
  • Escalate complex incidents to Tier 3 support as necessary.
  • Coordinate technician visits for unresolved issues that cannot be addressed remotely.
  • Maintain up-to-date knowledge of current and emerging PC hardware and software technologies.
  • Actively participate in incident, problem, request, and change management processes.
  • Follow established procedures for the installation and maintenance of hardware and software.
  • Implement corrective actions as directed by senior technicians or standard procedures.
Qualifications:
  • High School Diploma is required.
  • Minimum of 3 years of experience in an IT customer service role, demonstrating a strong technology skillset.
  • Ability to professionally respond to various forms of customer inquiries.
  • Proficient in technical writing.
  • Innovative and collaborative problem-solving skills.
  • Strong interpersonal and communication skills, both verbal and written.
  • Excellent organizational and time management abilities.
  • Capacity to manage multiple priorities effectively.
  • Commitment to delivering high-quality customer experiences.
  • Strong troubleshooting skills for PCs and peripherals.
  • Experience with imaging and migration tools.
  • Proficient in Microsoft Office applications.
  • Familiarity with mobile operating systems and desktop environments.
  • Knowledge of networking fundamentals.
  • Physical capability to lift equipment and maintain extended periods of focus.
  • Relevant certifications such as CompTIA A+, HDI Customer Help Desk Analyst, and ITIL are advantageous.


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