IT Help Desk Technician Job at Belcan, Airway Heights, WA

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  • Belcan
  • Airway Heights, WA

Job Description

Job Title: IT Help Desk Technician Pay Rate: $25 / hr Location: Airway Heights, WA Area Code: 509 ZIP Code: 99001 Start Date: Right Away Shift: 1st shift Keywords: #ITJobs #HelpDeskTechnician Benefits:

  • Medical / Health Benefits with multiple plan options, Flexible Spending Accounts, Dental and Vision
  • 401k
  • On the job training / cross-training
  • Life Insurance, disability insurance
  • Voluntary life insurance for family members available.
  • Accident and critical illness insurance optional.
  • Scheduled performance reviews
  • Referral program
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, on-premises 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 self-service
  • Escalates incidents and requests Tier 3 support when the problem is more complex
  • Arranges for a technician to visit the customer if a problem can"t 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.
Education and Experience:
  • High school diploma/GED
  • 3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity
  • Experience troubleshooting Mobile Device Operation Systems (iOS, Android)
  • Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
  • Experience using imaging and migration utilities such as SCCM, MDT, and USMT.
  • Experience troubleshooting MacOS clients
Skills and Knowledge:
  • Must be a US Citizen
  • 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.
  • Proficiency in Microsoft Office application usage.
  • Knowledge of networking fundamentals
  • Must be physically capable of lifting computers, monitors, printers, parts and supplies and sitting for extended periods of time.
  • CompTia A+ / Server+ / Network+
  • HDI Customer Help Desk Analyst
  • Microsoft Office Specialist
  • MTA / Microsoft Office Specialist

* MCP / MCSA / MCSE / MCDST

* ITIL

* ServiceNow If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at Belcan.com Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. Puesto: T?cnico de Soporte T?cnico de TI Salario: $25/hora Ubicaci?n: Airway Heights, WA C?digo de ?rea: 509 C?digo postal: 99001 Fecha de inicio: Inmediata Turno: 1.er turno Beneficios:
  • Beneficios m?dicos/de salud con m?ltiples opciones de planes, Cuentas de Gastos Flexibles, Seguro Dental y de la Vista
  • Plan 401k
  • Capacitaci?n en el trabajo/capacitaci?n cruzada
  • Seguro de vida, seguro por discapacidad
  • Seguro de vida voluntario disponible para familiares.
  • Seguro de accidentes y enfermedades graves opcional. * Evaluaciones de desempe?o programadas
  • Programa de referencias
Responsabilidades:
  • Actuar como primer punto de contacto para clientes internos por tel?fono y a trav?s de Service Now
  • Utilizar soluciones de gesti?n de servicios para registrar, asignar y recibir tickets de soporte con descripciones de problemas, avances y soluciones, y orientar al personal de nivel 1 en el uso de las mejores pr?cticas
  • Resuelve problemas con hardware (estaciones de trabajo, impresoras, dispositivos m?viles y servidores) y software (acceso a la red, Microsoft Office, sistemas empresariales, locales y en l?nea).
  • Formula preguntas sobre el problema y explica posibles soluciones.
  • Utiliza herramientas de diagn?stico manuales y automatizadas para identificar problemas y su causa ra?z.
  • Actualiza la base de conocimientos con directrices prescriptivas para problemas comunes y as? mejorar la calidad del autoservicio al cliente de Nivel 0.
  • Escala incidentes y solicita soporte de Nivel 3 cuando el problema es m?s complejo.
  • Organiza la visita de un t?cnico al cliente si un problema no se puede resolver por tel?fono o correo electr?nico.
  • Desarrolla y mantiene conocimientos sobre tecnolog?a de hardware y software de PC, heredada, existente y nueva.
  • Participa activamente en los procesos de gesti?n de incidentes, problemas, solicitudes y cambios, y en su mejora continua.
  • Sigue los procedimientos para la instalaci?n, implementaci?n y mantenimiento del hardware y software de las estaciones de trabajo.
  • Ejecuta acciones correctivas seg?n lo prescrito por otros t?cnicos o seg?n los procedimientos de recuperaci?n est?ndar.
Educaci?n y experiencia:
  • Diploma de bachillerato/GED
  • M?s de 3 a?os de experiencia laboral en un puesto de atenci?n al cliente de TI, con capacidad para demostrar habilidades tecnol?gicas en un puesto de atenci?n al cliente.
  • Experiencia en la resoluci?n de problemas de sistemas operativos de dispositivos m?viles (iOS, Android).
  • Experiencia en la resoluci?n de problemas de sistemas operativos de escritorio de Microsoft (Windows 10/7).
  • Experiencia en el uso de utilidades de creaci?n de im?genes y migraci?n como SCCM, MDT y USMT.
  • Experiencia en la resoluci?n de problemas de clientes macOS.
Habilidades y conocimientos:
  • Ciudadano estadounidense.
  • Responder profesionalmente a llamadas, correos electr?nicos, chats y mensajes de voz para atenci?n al cliente.
  • Dominio de la redacci?n t?cnica.
  • Persona innovadora y con capacidad para resolver problemas en equipo.
  • Excelentes habilidades interpersonales, de negociaci?n y comunicaci?n (verbal y escrita).
  • Excelentes habilidades de organizaci?n, gesti?n del tiempo y seguimiento.
  • Capacidad para gestionar m?ltiples prioridades contrapuestas.
  • Compromiso inquebrantable con brindar a los clientes una experiencia de alta calidad.
  • Habilidades de diagn?stico y reparaci?n de PC y componentes.
  • Habilidades de diagn?stico y reparaci?n de equipos perif?ricos como impresoras, esc?neres de documentos, lectores de c?digos de barras, dispositivos port?tiles y monitores.
  • Dominio de las aplicaciones de Microsoft Office.
  • Conocimiento de los fundamentos de redes.
  • Debe ser capaz de levantar computadoras, monitores, impresoras, piezas y suministros, y permanecer sentado durante largos periodos de tiempo. * CompTia A+ / Servidor+ / Red+
  • Analista de soporte al cliente de HDI
  • Especialista en Microsoft Office
  • Especialista en MTA / Microsoft Office

* MCP / MCSA / MCSE / MCDST

* ITIL

* ServiceNow Si est? interesado en este puesto, presente su solicitud a trav?s del enlace Aplicar ahora proporcionado. Nuestro objetivo primordial es brindar soluciones de dotaci?n de personal de calidad que ayuden a las personas, organizaciones y comunidades a tener ?xito. Belcan es un proveedor l?der de personal calificado para muchas de las empresas m?s respetadas del mundo. Ofrecemos excelentes oportunidades para asignaciones por contrato, temporales, de contrataci?n temporal y directas. Somos el empleador elegido por miles en todo el mundo. Para obtener m?s informaci?n, visite nuestro sitio web en Belcan.com Belcan ofrece igualdad de oportunidades. Su solicitud y candidatura no se considerar?n por motivos de raza, color, sexo, religi?n, credo, orientaci?n sexual, identidad de g?nero, origen nacional, discapacidad, informaci?n gen?tica, embarazo, condici?n de veterano ni ninguna otra caracter?stica protegida por las leyes federales, estatales o locales.

Job Tags

Contract work, Temporary work, Work experience placement, Work at office, Local area, Immediate start, Worldwide, Flexible hours, Shift work, Day shift,

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