Help Desk Technician / Analyst 2

Summary:

• Location: Battle Ground, WA
• Work Mode: Onsite

Responsibilities:

• Provide application and desktop support services including troubleshooting for PC, network, phone, printer hardware and software, mobile devices, and handhelds.
• Participate in technology refresh projects.
• Provide in-person, desk-side, and remote support to business users.
• Serve as the initial point of contact for troubleshooting all IT-related problems.
• Communicate effectively and professionally with business users, clients, and internal IT support elements.
• Perform asset management requirements.
• Comply with company IT standard processes and procedures.
• Comply with IT client services organization and IT security policies.
• Coordinate resolution activities with all involved parties, serving as the single point of contact for end users.
• Perform duties as assigned by the manager.

Requirements:

• Excellent customer service, interpersonal, and communication skills.
• Strong prioritization skills.
• Ability to adapt to changing technologies and learn new technologies.
• Bachelor's degree in Information Technology or an associate degree plus a minimum of 3 years of experience.
• Experience with ITIL-focused ticket management tools. ServiceNow is a plus but not required.
• Desktop/laptop imaging experience.
• Hardware and software application maintenance and support.

Preferred Skills:

• Proficiency in MS Office 365, Microsoft Teams, Windows 10, PXE with imaging computers, Edge, Internet Explorer, Active Directory, iPhone support, Citrix, Remote Assistance/Remote Desktop, client desktops/laptops, and multi-function printers.