Service Desk Technician

1 week ago


Lacey, United States Robert Half Full time
Job DescriptionJob Description

Robert Half is searching for a Service Desk Administrator – Tier 1 to support a local credit union based in the Pacific Northwest. This candidate will be required to evaluate, prioritize, troubleshoot, route, and answer support requests from end-users. This position will be a long-term contract (12 months) opportunity that is 100% Remote.


Schedule: Monday – Friday – 9AM-6PM PST required


Job Duties:

  • Thoroughly manages trouble tickets submitted by end users. Resolves all first-level issues during the initial request/response.
  • Escalates issues when it is deemed beyond first-level scope or skills or when unable to resolve. Follows up to ensure issue resolution. Documents the resolution so future issues may be resolved at the first level.
  • Follows up to make sure outstanding problems are being resolved and communicates to the stakeholder all updates through the ticketing system including triage/resolution specifics.
  • Manages and contributes to the development of existing support systems, centralized enterprise knowledge base, and enterprise automation initiatives.
  • Acts as an SME for support, automation, desktop imaging/deployment, and alerting. Works with other SMEs and coordinates as necessary to drive issue resolution.
  • Reports pertinent information and statistics to management to identify common problems/trends and recommends areas where training and documentation can be improved.
  • Assists with the development and management of new technical solutions used by the credit 
  • At least 1 year of relevant experience in a Service desk or related role
  • Proven Ticketing/Troubleshooting experience
  • Proficiency in Microsoft Office 365 and Active Directory support
  • Preferred: A+ Certification, Mac OS, and finance/banking industry 

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