Desktop Support Technician - Tech Talent Link

Overview:
Our client is a Managed IT Services firm and functions as an IT team for their customers across the Pacific Northwest. They will be hiring an IT Support Technician who can work to resolve basic to mid-level technical issues. This role provides support and assistance to users in the use of hardware, application software, networks, and peripherals; including but not limited to installation, troubleshooting, performing routine software and equipment upgrades and maintenance.

This position will work onsite in Vancouver, WA for the 1 ^st 90 days, and 50% remote after that.

Expect occasional travel to local customer sites (up to 10%). A valid driver's license and auto insurance is required.

Responsibilities:

• Tier 2 Desktop Support (there is a 3^rd party that handles phone support).
• Provision PCs and troubleshoot 20-30 tickets per week (user creations, rights changes, synching issues, Outlook, VPN).
• Provide an exceptional customer experience by responding to tickets in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.
• Diagnose hardware and software issues/problems either in person, on the phone or via other electronic methods.
• Build, install, and upgrade hardware, software, and peripheral equipment; configure systems for optimum operation; and securely dispose of obsolete equipment and software.
• Assist in setting up equipment for employee use; ensures the proper installation of cables, operating systems, and software.
• Perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Consult with hardware and software vendors for troubleshooting and problem resolution.
• Analyze and correct problems using documented procedures, available tools, and personal knowledge and skills.
• Participate in on-call support (very limited).
• Consume scripts (Powershell).

Qualifications:

• Experience working in desktop support (Tier 2) role.
• Experience provisioning PCs and troubleshooting 20+ tickets per week (user creations, rights changes, synching issues, Outlook, VPN).
• Experience working within any IT ticketing system (ConnectWise would be a bonus).

Preferred:

• Set up users in Azure Active Directory.
• Experience debugging, supporting and configuring multiple infrastructure platforms.
• Experience performing maintenance and support of software and hardware.
• Experience using or creating PowerShell scripts or other Windows scripting tools.
• Experience working as a part of a team performing IT support.
• Technical certifications a plus (Example: A+, Network+, MCSE, MCP, CCNA, etc.)
• Microsoft Office 365 and/or Azure administration
• Ability to learn and trouble shoot VoIP phone problems.
• Ability to accept, prioritize and follow through on ticket escalations.
• Ability to perform basic warranty service and work with vendors to facilitate RMAs for devices under warranty.
• Experience using and working with remote monitoring and management software solutions.
• Ability to troubleshoot basic network issues.
• Physical ability to lift 50 pounds (MS Surface device or printers, provisioning PCs)
• Up to 10 percent travel to local customer sites (must have a valid driver's license and auto insurance).