269 Help Desk jobs in Washington
Service Desk Consultant, BI Agency Help Desk
Posted 11 days ago
Job Viewed
Job Description
Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.
**Job Category**
Technology
**Compensation Overview**
The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.
**Salary Range**
$46,400.00 - $76,600.00
**Target Openings**
5
**What Is the Opportunity?**
Uses strong analytical skills, business and technical knowledge to provide operational and business support for computer systems to various internal and external customers via phone and non-phone methods related to Supported Systems. Proactively seeks opportunities to reduce costs and improve customer service. Identifies and develops problem resolution and knowledge database for use by service desk staff. Assumes ownership for a positive customer interaction for all calls taken.
**What Will You Do?**
+ Uses available resources and industry best practices to determine if system(s) require corrective action and develops interim alternative work flows when possible.
+ Answers internal/external customer phone calls, emails and fax inquiries and communicates results.
+ Understands established service level agreements, and effectively works to meet or exceed those standards.
+ Analyzes inquiry using various investigative tools to determine if system changes are required.
+ Logs customer inquiries in corporate ticket tool and escalates to IT personnel on an as needed basis.
+ May create and/or update team systems related procedure manuals.
+ May develop manual/materials to assist in the training of staff.
+ May be assigned to special projects of a simple to moderate complexity on an as needed basis.
+ Perform other duties as assigned.
**What Will Our Ideal Candidate Have?**
+ Insurance Knowledge preferred.
+ Customer Service and/or Help Desk experience preferred.
+ Technical Knowledge:
+ Demonstrates a solid knowledge of application systems and of the systems area supporting the business functions.
+ A working knowledge of the systems interfaces with the business operations work-flow and a conceptual understanding of the business.
+ Proficient in the use agency system configurations and applications.
+ Where appropriate maintains a basic knowledge of business trends.
+ Sometimes requires assistance to perform tasks.
+ Business Knowledge & Partnership:
+ Effectively contributes and communicates with the immediate team, systems staff, other business units, service offices, agents, and customers, through a collaborative style.
+ Demonstrates ability to adjust priorities based on changing situations.
+ Problem Solving & Decision Making:
+ Able to recognize and analyze problems and develop timely solutions with minimal supervision.
+ Team Orientation:
+ Builds relationships with peers to achieve objectives.
+ Balances team and incumbent responsibilities.
+ Exhibits objectivity and openness to others views.
+ Gives and welcomes feedback.
+ Puts success of team above own interest.
+ Leadership:
+ Communicates with internal and external customers and peers when appropriate, utilizing solid written or oral skills.
+ Is a self-motivated to drive towards meeting and exceeding team goals.
+ Operational Awareness:
+ Generates innovative ideas on how to improve internal team workflows and processes, as well as identify systems changes that may ultimately enable the company and/or customer to operate in a cost-effective manner.
**What is a Must Have?**
+ High school diploma or equivalent required.
**What Is in It for You?**
+ **Health Insurance** : Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
+ **Retirement:** Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
+ **Paid Time Off:** Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
+ **Wellness Program:** The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
+ **Volunteer Encouragement:** We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
**Employment Practices**
Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.
In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.
If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email ( ) so we may assist you.
Travelers reserves the right to fill this position at a level above or below the level included in this posting.
To learn more about our comprehensive benefit programs please visit .
Help Desk Manager
Posted today
Job Viewed
Job Description
The Help Desk Manager is responsible for the administration, maintenance, and support of computer systems, applications, and network infrastructure in Azure and on-premises.
Duties and Responsibilities:
- Participates in the department's mission implementation with the director and other team members. This involves program and service planning, implementation, and assessment.
- Installation, testing, deployment, and maintenance of All computer systems, including real, virtual, and hosted systems, as well as cloud applications and associated databases. Systems may also include DLS, Nav365, Jet Reports, MS Access databases, and tiny SQL databases.
- Aids in the protection of system data and resources. This may include maintaining and supporting security devices/applications such as mail and web filters. Manages security update installation (vendor software patches, BIOS, firmware, etc.) on All computer systems, including proper testing and resolution of installation difficulties.
- Assists in the installation, configuration, and programming of network routers, switches, and hubs, as well as the troubleshooting and diagnosis of network issues and bottlenecks.
- Maintains and supports Domain Controllers in Azure and on-premises. Azure, Active Directory, GPO, SharePoint, MS Exchange, and O365 are all maintained and supported. Configures and maintains permissions on network and cloud resources to ensure appropriate access and compliance with best practices. Investigate new products and technologies to improve company and operational efficiency.
- Bachelor's degree in computer science or 6+ years of equivalent experience required.
- HDI Customer Service Representative (or similar) qualification preferred.
- Certification is essential; Network+ and Security+ are preferable. Equivalent certifications may be substituted.
- Azure, Office 365, and Exchange management, as well as Windows (desktop and server) OS experience
- SQL Server experience is desired.
- Experience with virtualization software such as vSphere and HyperV
- Experience with TCP/IP networks, DNS, and DHCP
- Experience with firewall rules, routing, and configuration
- Ability to collaborate with users and members of the ITS team to achieve goals.
- Outstanding oral and written communication skills.
- Excellent analytical and problem-solving abilities.
- Excellent organizational abilities, as well as the capacity to multitask and prioritize work.
- Willingness to constantly learn new technology and upgrade one's skill set.
- A valid Washington State driver's license is required.
Pikemann is a recruiting company that was founded by three partners with over 40 years of experience providing contingent staffing and permanent placement services in the greater Seattle area. We partner with our clients to bring the right technology and finance candidates that meet their workforce needs.
Help Desk Technician
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking to contract with a highly capable and motivated help desk technician. The role is customer facing, supporting users through technical challenges and assisting with requests for new applications or hardware. Working on a tiered support team and supported by documented processes and procedures, this role supports the teams designing next generation nuclear technologies.
Responsibilities:
- Utilizing existing and creating new Internal and external knowledge base documents to assist with ticket resolution
- Active Directory Account maintenance
- Managing access to internal and external collaboration spaces
- PC Lifecycle Management
- Inventory Receiving, & Tracking
- Fulfil software requests
- Business travel support
- Demonstrate and assist with remote access to client's resources
- Assisting with onboarded as assigned
- Communicate openly and display respect and a desire to foster teamwork.
- Able to quickly learn and implement new concepts
- Calm in stressful situations and able to think through those situations to find the best outcome
- Customer service ability and interpersonal skills
- Organizational skills
- Proactive on finding areas within our process that can be improved and making these suggestions to the team
- Highly adaptable with problem solving
- The successful candidate will possess a high degree of trust and integrity.
- Actual position starting level and title will be determined based on assessment of qualifications.
- Supporting customers and clients both in person and remotely
- Rapid deployment imaging technologies MDT and SCCM
- Windows 1011 in a domain-managed environment
- A general understanding of Office applications, DHCP, DNS, and TCP/IP, and wireless networking, as well as how to troubleshoot them.
- General understanding of Multi-Factor Authentication methods.
- A general understanding of modern Information Security principles and practices
- Experience with a commercial ticketing system JIRA
- An understanding of desktop and laptop hardware
Help Desk Technician 1
Posted 2 days ago
Job Viewed
Job Description
Contract
Job Site :
Job No. : 31948
City : Bellevue
State : WA
Pay Range : $26-35/hr DOE
Job Details:
BENEFITS: Medical, dental, and vision insurance, 401K, sick leave, and employee assistance program. Depending on your package selection, Averro offers PTO, paid holidays, and legal insurance.
EXTENSION/CONVERSION : Eligible
ROLES & RESPONSIBILITIES
- Utilizing existing and creating new Internal and external knowledge base documents to assist with ticket resolution
- Active Directory Account maintenance
- Managing access to internal and external collaboration spaces
- PC Lifecycle Management
- Inventory Receiving, & Tracking
- Fulfil software requests
- Business travel support
- Demonstrate and assist with remote access to TerraPower resources
- Support users at Bellevue and Everett location.
- Assisting with onboarding as assigned
- Supporting customers and clients both in person and remotely
- Rapid deployment imaging technologies MDT and SCCM
- Windows 1011 in a domain-managed environment
- A general understanding of Office applications, DHCP, DNS, and TCP/IP, and wireless networking, as well as how to troubleshoot them.
- General understanding of Multi-Factor Authentication methods.
- A general understanding of modern Information Security principles and practices
- Experience with a commercial ticketing system JIRA
- An understanding of desktop and laptop hardware
- Communicate openly and display respect and a desire to foster teamwork.
- Able to quickly learn and implement new concepts
- Calm in stressful situations and able to think through those situations to find the best outcome
- Customer service ability and interpersonal skills
- Organizational skills
- Proactive on finding areas within our process that can be improved and making these suggestions to the team
- Highly adaptable with problem solving
WHY AVERRO?
BENEFITS: We offer premium benefits to our contractors.
VETERAN OWNED: We support and place a high number of veterans.
Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
View our privacy policy here:
#AEROAVERRO
Help Desk Technician - FSP
Posted 5 days ago
Job Viewed
Job Description
Zachary Piper Solutions is seeking a qualified Help Desk Technician-FSP to support a federal program based out of Reston, VA . This position encompasses various workstreams and responsibilities, contributing to the provision of 24x7x365 services.
Requires an active TS/SCI FULL SCOPE POLY Clearance
Responsibilities:
- Monitor and report on deployment flow, ensuring operational functionality, and promptly escalating issues to the deploying team.
- Identify and drive fixes with feature teams for volume drivers.
- Execute documented deployment scripts and procedures.
- Coordinate restoration actions with other teams.
- Support outage restoration actions, adhering to published SLAs or as indicated by procedures.
- Document all investigative and restorative actions in the designated system of record for audit purposes and root cause investigations.
- Identify and drive recovery levers with feature teams.
- Apply problem-solving, troubleshooting, and debugging expertise to mitigate customer or service outages.
- Update standard operation procedures and technical training guides documentation as needed.
- Manage secure work area operations, including assisting in hardware deployments, physical escort for maintenance, cleaning, and other services, and providing equipment assistance/troubleshooting.
- Clearance: Must hold an active TS/SCI with FS Poly.
- Excellent customer service skills and focus.
- Education: Bachelor's Degree in a related field or equivalent combination of IT training and practical experience.
- Adaptable to a fast-paced environment with changing priorities.
- Ability to execute work with precision in time-sensitive outage scenarios.
- Effective communication skills in both written and oral English.
- Ability to perform work under continuous deadline pressure.
- Openness to shift work, as 24/7 support is essential.
- Competitive Salary Range: Up to $100,000 based on your experience and skills.
- Comprehensive Benefits: Enjoy medical, dental, vision, Paid Time Off (PTO), 401k, sick leave if required, and holiday benefits.
This job opens for applications on 7/29/2025. Applications for this job will be accepted for at least 30 days from the posting date
Keywords: Full Scope Poly, TS/SCI, FSP, Cloud, SLAs, debugging, Azure, Office365, Help desk, Tier 1, Admin,
#LI-Hybrid
#LI-GC2
Help Desk Technician 1
Posted 10 days ago
Job Viewed
Job Description
Maximus is looking for an entry level Help Desk technician to contribute to the DMCS Help Desk.
This position is remote.
Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, emails, and personnel requests for technical support.
- Identify, research, and resolve technical problems.
- Document, track, and monitor problems to ensure timely resolution.
- Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
- Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.
Job-Specific Essential Duties and Responsibilities:
- Answer internal and external telephone calls for end user issues or requests, complete tickets in the ticketing system and process the requests
- Ask questions to determine work assignment queue
- Monitor customer requests arriving via email for customers seeking help, by completing a ticket in the ticketing system and processing the request
- Serve as the single point of contact to the customer's end users for related issues, problems and requests
- Track, route and redirect problems to correct resources
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
- Walk customer through problem-solving process
- Coordinate, monitor and respond quickly and effectively to all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution
- Provide helpdesk support and resolve problems to the end user's satisfaction
- Verify with the customer that the issue has been resolved and update the ticketing system
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Special projects may be assigned and an opportunity to work, based on ability to meet and exceed performance benchmarks
- Recommended procedure modifications or actively contribute to ongoing process improvements
- Assist Service Desk Management with executing reports to monitor and track tickets, reporting, analysis, or testing tasks
Minimum Requirements
- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
Job-Specific Minimum Requirements:
- 0-2 years experience
Additional Requirements as per Contract/Client:
- Must be able to obtain a 6C Public Trust government clearance
- Must be a U.S. citizen.
- Must currently reside in the U.S.
- Must be able to pass a criminal background check.
- Must not be delinquent or in default on any federal student loans.
- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
- Final suitability determination is the sole discretion of the Department of Education.
- Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.
Preferred Skills and Qualifications:
- Microsoft Office
- Help Desk Ticketing Solution such as ServiceNow or SysAid
- ITIL
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$
40,000.00
Maximum Salary
$
45,000.00
Information Technology Help Desk Support
Posted today
Job Viewed
Job Description
Job description
We are a large (250 team members, 20 locations), but privately held company. We will provide you with training and growth opportunities, but we will never treat you like a number. We remember birthdays and want to know about your dog. Our company believes that successful businesses should give back and serve the local communities, so we continue to drive our CW Cares effort to better serve those in need.
Our company has a best idea wins" philosophy. If you have a great idea our senior leadership team wants to know about it. Our people drive our change. We believe in equality for all. Everyone is welcomed and valued at our company. That pertains to employees, clients, vendors, partners, etc.
Under the direction of our Director of IT, the successful candidate will be a member of our IT Department. IT Support will set up and install required software and hardware on new computers. IT Support Help Desk I will troubleshoot with employees experiencing computer issues and help implement changes to the devices.
Essential Role and Responsibilities
Assist with a variety of IT projects
Provide first line response to employees requiring assistance with IT issues including but not limited to network connectivity, VPN connection, file/server access, internet access, Microsoft Office, virus/malware issues, hardware issues, VoIP, printers, iOS and Android mobile devices
Diagnose and resolve problems with desktop/laptop hardware and software, printers and peripheral equipment remotely as well as desk side
Contact support vendors / agencies when appropriate
Assist in maintaining the internal knowledge database
Assist in the evaluation of new information technology equipment
Configure PCs and laptops for deployment to users in offices and remote office locations
Perform recovery tasks, moves, adds, and changes including system set-ups
Ensure all equipment and software is accounted and logged appropriately
Maintain hardware asset database
Continuing education as assigned by the Director of Information Technology.
Reconfigure general office space to accommodate staffing needs
Attend IT meetings
Qualifications and Education Requirements
1+ Years of hands-on experience across a wide range of IT technologies.
Strong experience and aptitude for working with Windows Operating System and Office 365 Suite.
Experience with virus and malware remediation.
Ability to communicate effectively orally and in writing, in person and by telephone.
Able to organize and complete tasks in order of priority
Ability to work independently and confidently make appropriate decisions focused on the best interest of our company, our employees, as well as our customers.
Requires a professional attitude over the phone and in-person.
Ability to speak clearly, show diplomacy, courtesy and good judgment with public contacts.
Excellent listening skills and fluent English are required.
Robust troubleshooting and analytical skills with demonstrated problem-solving ability.
Have the ability to multitask and manage multiple priorities effectively.
Have the ability to work independently.
High school graduate or equivalent.
Must possess a valid driver's license.
Ability to walk .25 miles and stand for lengthy periods of time several times a day.
Preferred Requirement
3+ Years of hands-on experience across a wide range of IT technologies.
Bachelor's degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics; or relevant work experience
- CompTIA Certifications (CompTIA A+ / CompTIA Network+ / CompTIA Security+ / CompTIA Server+)
- Microsoft 365 Certifications
Industry (real estate, title and escrow or banking) experience
Scripting experience to automate processes using PowerShell.
Job Type: Full-time
Pay: From $55,000.00 per year DOE
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- High school or equivalent (Preferred)
Work Location:
- In person
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Managed Services Help Desk Technician
Posted 1 day ago
Job Viewed
Job Description
- Weekly Pay
- Bonus based on performance
- Dental insurance
- Free food & snacks
- Health insurance
- Paid time off
- Training & development
- Vision insurance
Who we are:
NerdsToGo is a rapidly growing technology-based service company with a mission to provide the finest white-glove service in the business. We strive every day to provide outstanding technology services for residential and small business customers, so as to demystify the technology our customers believe to be "magic".
Job Summary: We are on the lookout for a Help Desk Technician (Nerd) to enhance our team's capabilities. This vital role is geared towards offering first-level technical support, managing incoming support requests, and ensuring a seamless service experience for our clients. The ideal candidate will be an enthusiastic problem-solver, ready to tackle technical challenges head-on and deliver solutions that align with our clients' needs.
What you'll be doing in this role:
- Deliver first-level support to customers through various channels, including phone, email, and remote access tools, ensuring a prompt, efficient, and pleasant resolution of issues.
- Maintain a positive, empathetic, and professional attitude toward customers at all times, embodying the NerdsToGo commitment to white-glove service.
- Assist with network troubleshooting, including addressing issues with routers, switches, and Wi-Fi connections.
- Deliver technical training to our customers with grace
- Perform basic troubleshooting and maintenance of PC hardware and software, identifying issues and implementing solutions.
- Act in the role of liaison for our customers with their other technical vendors
- Manage and maintain Active Directory and Azure AD environments
- Support users in managing their applications and software, including M365 and email.
- Contribute to the team by sharing knowledge, training, and supporting Technicians.
- Utilize Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) tools to efficiently manage tickets and support requests.
- Engage in continuous learning to stay updated on the latest technology trends and solutions, enhancing the team's knowledge base and service offerings.
- A foundational degree or certification in a technology-related field, or equivalent practical experience.
- At least 2 years of experience in a technical support or help desk role, with a proven track record of resolving customer issues effectively.
- Basic knowledge of PC troubleshooting, including familiarity with Windows and Mac OS.
- Understanding of networking concepts and devices (routers, switches, firewalls).
- Excellent communication and customer service skills, with the ability to explain technical concepts in a clear and understandable manner.
- Valid driver's license for potential on-site client visits.
- A+ certification or similar foundational IT certifications.
- Experience with ConnectWise Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.
- Ubiquiti networking experience.
- Prior experience in a customer service role, particularly within a technology or managed services environment.
- Mobility: Moving around the office, standing, walking, bending, and reaching.
- Lifting and Carrying: Handling IT equipment up to 50 lbs, using proper lifting techniques.
- Dexterity: Managing cables, assembling hardware, and performing repairs.
- Visual and Auditory Acuity: Reading technical documents, monitoring screens, and detecting equipment issues.
- Prolonged Sitting: Maintaining posture at a desk or workstation for extended periods.
- Driving: Traveling between client sites with a valid driver's license.
- Opportunity to join an incredible company that values people and results
- Make a significant contribution to our history-making journey
- Be a part of a supportive and caring team that prioritizes learning and growth
- We take fun to another level, are infectiously positive, and truly care about one another
- Competitive benefits, including health insurance, vacation, paid holidays, and commission
- Unlimited coffee, healthy (or unhealthy) snacks, and popcorn
- So much variety- if you enjoy not doing the same thing every day, you'll absolutely thrive in this role
Compensation: $22.00 - $30.00 per hour
IT SERVICE PROFESSIONALS
NerdsToGo is dedicated to providing customers with fast, friendly, and knowledgeable Computer Service and Technology Solutions for a variety of devices. Our professional "Nerds" can help fix your Apple, Android, or Microsoft product, from cracked iPhones to slow or unresponsive laptops and everything in between.
JOIN OUR TEAM AT NERDSTOGO
At NerdsToGo, our technicians don't just "go to work." Our business model has created a culture of excellence where Nerds are given the opportunity to grow and profit from their skills, while offering a high-standard of professional service to each and every one of our many loyal customers. If you are ready for an opportunity to do what you love doing, have fun, and be part of one of the fastest growing companies in the industry, you've come to the right place.
NOW HIRING!
We're growing fast, so we're looking for skilled applicants to fill positions throughout the country. If computers, smartphones, and tablets "speak to" you, or if you're looking to expand your talents and start helping others with their IT problems, NerdsToGo may be the right fit for you.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Nerds To Go Corporate.
Help Desk Analyst, Tier 2
Posted 5 days ago
Job Viewed
Job Description
Job Location
Spokane - Spokane, WA
Salary Range
$ - $ Salary
Description
Help Desk Analyst, Tier 2
CULTURE SNAPSHOT
Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of 'Furnishing Life's Best Memories'. At Broad River, we call all our employees "Memory Makers." We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities.
We take pride in training and developing our teams so that they can provide a premier customer experience to every Guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.
AT A GLANCE
The Help Desk team provides support to our corporate office staff, retail team members across all retail locations, and our distribution centers. The successful candidate for the Help Desk Lead position must demonstrate excellent customer service, troubleshooting, and technical skills. Strong teamwork and multitasking abilities are essential. The ideal candidate is a self-starter who takes the initiative and maintains productivity. This includes proactively addressing support requests, following up on outstanding issues, and managing tasks with minimal oversight.
DAY IN THE LIFE AS THIS MEMORY MAKER
- Excellent customer service skills : Provide a focus on providing exceptional support to a diverse range of users.
- Strong troubleshooting and technical skills : Possess proficiency in hardware, software, and network troubleshooting.
- Handle Tier 1 and Tier 2 Requests: A Tier 2 Help Desk typically deals with both basic (Tier 1) and more complex (Tier 2) support issues, acting as a go-to person for problem resolution.
- Review and Act on Tickets: Ensuring that all tickets are addressed by the end of the workday is an essential task, helping maintain service standards.
- Hardware/Software Upgrades and Repairs: Performing technical tasks such as upgrades and repairs aligns with the Lead's role in ensuring smooth IT operations.
- Support of Storis ERP System: Providing support for key systems, like an ERP, is common for a Tier 2, who often has more in-depth knowledge.
- Follow-Up on Requests: Ensuring timely resolution of outstanding requests is crucial for maintaining service levels and user satisfaction.
- Coverage During Business Hours: As a Tier 2 Help Desk Analyst, maintaining help desk coverage during operational hours is essential. Tier 2 team members contribute by ensuring availability and supporting continuity of service throughout the day.
- Manage and Monitor Internal Assets: Overseeing inventory and asset management is a suitable responsibility for a Tier 2 Help Desk, ensuring resources are tracked and available.
- Execute Special IT Projects: Participating in or leading special projects aligns with a Tier 2 role, often involving more complex tasks or leadership in specific areas.
- Required Travel: Travel to store or distribution center locations will be required for site inventory visits or in-person troubleshooting.
- Other Duties: Flexibility to take on additional tasks is standard for a Tier 2 Help Desk, as they often fill in gaps as needed.
While performing the duties of this job the employee
- Must be able to lift up to 15 pounds at a time.
- WORK SCHEDULE OUTLINED ON SITE, HYBRID, REMOTE WITH EXPECTATIONS
- Ability to work independently, as well as, in a collaborative team environment within an office setting.
- Physical requirements such as extended periods of sitting and computer use may be required.
- Ability to communicate effectively verbally, in writing, and/or electronically.
- Ability to use logical reasoning for simple and complex problem solving.
MEMORY MAKER PERKS & BENEFITS
- Salary Range: 55,000- 60,000/annual salary
- Medical, dental, vision, and life insurance options
- Paid time off and 401K matching contribution
- Employee discount (40%) at BRR locations
- Internal Opportunities for career growth and advancement
Broad River Retail is committed to creating a place where everyone feels respected, valued, and able to reach their full potential. Regardless of race, gender, religion, sexual orientation, age, disability, or if you're parenting the next generation of Memory Makers, we firmly believe our work is at its best when everyone feels free to be their most authentic self.
Qualifications
WHAT YOU'LL NEED TO SUCCEED
- Experience with
- Windows 10, Windows 11, Mac OS X (Other OS's as they emerge)
- Office 365/Azure
- Active Directory maintenance
- Mac and PC hardware
- Printers, scanners, computer peripherals (Label Printers, RF Scanners, MFC, etc.)
- Experience working with ticketing systems to track, prioritize and resolve support requests in adherence to standard SLA policies.
- VOIP support experience
- Mobile devices (iOS, Android)
- Client PC connectivity - Ethernet, TCP/IP, DNS, DHCP, and VPN
- Shared Drive (Mappings)
- Strong customer service and troubleshooting skills
- Ability to communicate technical information, both verbal and written, to a wide range of end-users
- 3 years+ experience supporting a Windows/Mac environment
- An Associate's degree or Bachelor's degree is preferred
- Preference will be given to candidates with training, experience or certification in IT or networking
- The ideal candidate is a self-starter who takes the initiative and maintains productivity. This includes proactively addressing support requests, following up on outstanding issues, and managing tasks with minimal oversight.
Help Desk Level 2 Technician
Posted 5 days ago
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Job Description
We are seeking a skilled and dedicated Help Desk Level 2 Technician to join our team. This role is ideal for individuals who excel in troubleshooting and resolving complex technical issues, and who are passionate about delivering exceptional IT support. If you are known as the reliable resource when technology challenges arise, we invite you to apply and contribute to a stable and secure digital environment.
Key Responsibilities:
- Issue Resolution: Address and resolve escalated technical issues from Level 1 support, including hardware, software, and network-related concerns.
- System Configuration: Install, configure, and optimize systems, applications, and devices to ensure peak performance.
- Security Management: Administer user accounts and security settings to maintain system integrity and data protection.
- Documentation: Accurately record solutions and procedures in the ticketing system to support knowledge sharing and operational efficiency.
- System Maintenance: Deploy software patches and updates to enhance system reliability and security.
- Collaboration: Work closely with internal teams and other IT departments to resolve complex technical challenges.
- Support Delivery: Provide both remote and on-site technical support as required.
- Mentorship: Assist in the development of Level 1 technicians by sharing expertise and best practices.
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- Experience: 2–4 years of experience in IT support, with a demonstrated ability to manage a wide range of technical issues.
- Technical Proficiency: Strong knowledge of Windows, macOS, Active Directory, Office 365, and networking fundamentals.
- Tools & Systems: Experience with IT Service Management (ITSM) tools and ticketing systems.
- Communication Skills: Excellent verbal and written communication skills, with a customer-focused approach.
- Certifications: CompTIA A+, Network+, or Microsoft certifications are advantageous but not required.
- Team Environment: Collaborate with a team of passionate IT professionals in a supportive and engaging workplace.
- Professional Growth: Enhance your skills through hands-on experience and continuous learning opportunities.
- Benefits: Competitive compensation package including health, dental, and retirement benefits, along with company-provided equipment.
- Work Culture: Participate in team-building activities and enjoy a workplace that values both achievement and camaraderie.
- Location: Primarily office-based with occasional travel to client sites.
- Work Schedule: May include on-call or shift work as needed.
- Physical Requirements: Ability to lift up to 50 lbs.
If you are ready to advance your career in IT support and become a valued member of our team, please submit your application. This position offers the opportunity to make a meaningful impact while continuing to grow professionally.
Join us in building a more efficient and secure digital future. guru.
Let’s build a smoother digital future—one ticket at a time.