Service Desk Technician III

3 days ago

Bothell, Washington, United States Verathon Full time
Job Title: Service Desk Technician III

Verathon is seeking a highly skilled Service Desk Technician III to join our Information Technology (IT) Team in Bothell, WA.

Job Summary:

The Service Desk Technician III is responsible for providing comprehensive 24/7 IT support to over 800 global users. This includes receiving, prioritizing, documenting, and actively resolving end-user support and service requests. The successful candidate will be self-motivated and driven, display excellent interpersonal skills and strong attention to detail, and thrive in a fast-paced, challenging environment.

Key Responsibilities:
  • Provide high-level IT support to global users via phone, instant messaging, and in-person interactions.
  • Demonstrate expertise in incident, service, and change management.
  • Efficiently handle, document, and recommend process improvements for a wide range of complex incidents in an ITSM system.
  • Train and continually support Tier I and II Service Desk technicians.
  • Handle escalated complex or time-sensitive issues.
  • Exhibit exceptional customer service and communication skills to address complex inquiries and ensure customer satisfaction.
  • Utilize advanced problem-solving and analytical abilities to make informed decisions for resolving complex technical issues and improving service desk operations.
  • Configure and deploy end-user PC desktop hardware, software, and peripherals.
  • Develop and maintain comprehensive technical documentation and standard operating procedures (SOPs) for the Service Desk team.
  • Deliver hardware and application orientation and training sessions for new and existing Verathon employees.
  • Maintain extensive knowledge of IT infrastructure and applications to provide comprehensive support and troubleshooting across diverse technologies.
  • Provide comprehensive support for the user environment, including mobile device management, printing services, asset tracking, and daily workflow optimization.
  • Support Tier IV staff and IT Leadership as required.
  • Ensure adherence to Service Level Agreements (SLAs) and achievement of key performance indicators (KPIs) for all support requests.
Requirements:
  • Bachelor's degree in IT or equivalent experience in end-user service desk support.
  • 3+ years of IT experience in a similar role, working with ITSM tools (ServiceNow, Freshservice, Jira, etc.).
  • Extensive experience supporting current hardware, software, and technologies.
  • Experience supporting cloud applications.
  • Proven ability to work in a collaborative, team-oriented environment.
  • Exceptional interpersonal skills include rapport building, active listening, and questioning.
  • ITIL v4 Foundation certification (or equivalent experience) and A+ or N+ certifications (or equivalent) preferred.
  • Experience with knowledge management methodologies (KCS preferred) is valuable.
  • Strong written and verbal communication skills.
  • Strong experience in Windows Server environment and user administration (Active Directory, Exchange/O365/Azure).
  • Proficient in Office 365 application support.
  • Microsoft SCCM/MECM or Intune experience.
  • Knowledge of endpoint security solutions like Microsoft Defender ATP or CrowdStrike.
  • Familiarity with virtualization and cloud environments is essential.
  • A solid understanding of networking fundamentals (DNS, DHCP, TCP/IP) is required.
  • Excellent analytical and problem-solving skills with the ability to conduct research and root cause analysis.
  • Independent worker with strong motivation who can thrive in a team environment.
  • Ability to communicate effectively with both technical and non-technical audiences.
  • Strong organizational skills in a fast-paced environment.
  • Commitment to compliance and confidentiality.
  • Participates in weekly and weekend on-call rotations.
  • Willingness to travel domestically and internationally (less than 10%).
Compensation and Benefits:

Verathon offers a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off, and a 401(k) matching plan.

Full-time employees who are not on a commission plan are eligible for Verathon's annual bonus plan based on company and individual performance.

Salary range: $39.42/hour (compensation will vary based on skills, experience, and location).

For more information, please visit our complete Benefits Summary at https://www.verathon.com/benefits.

Verathon is an equal opportunity employer and strongly supports diversity in the workplace. We believe that diverse ideas, opinions, and perspectives will build a strong foundation for success.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Verathon will be based on merit, qualifications, and abilities.

Verathon does not discriminate in employment opportunities or practices on the basis of race, color, religion, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law.

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