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Desktop Support Technician

RL Canning, Inc. Redmond, WA Full-Time
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Position Summary:
Performs as a support resource for enterprise device maintenance and issue resolution. The role troubleshoots known and unknown end-user device errors and will collaborate with both internal and external parties in resolution practices. Maintains and updates knowledge base with resolution practice information.

Essential Duties:

  • Acts as both a primary support point and as an escalation point for Level 1 Analysts regarding technical issues within an enterprise environment.
  • Exhibits excellent interpersonal skills with both technical and non-technical personnel.
  • Performs escalations when necessary for vendors or internal departments; capable of acting as remote support for vendors.
  • Maintains and supports enterprise resources, including laptops, desktops, tablets, mobile phones, and other network-enabled devices.
  • Supports internal policies and procedures.
  • Analyzes hardware, software, and network problems using diagnostic tools, knowledge base, and troubleshooting procedures.
  • Resolves unknown errors and documents resolution procedures for use in the knowledge base.
  • Provides suggestions or advice to senior management regarding IT device investment and enterprise device upgrades.

Qualifications and Experience:

  • 5+ years of IT support experience.
  • Strong ability to utilize clear and effective written and verbal communication.
  • Strong organizational skills with a solution-based, problem-solving mindset.
  • Strong experience with installing, imaging, and troubleshooting Windows devices within an enterprise (Windows 7, 10)
  • Experience configuring and supporting Microsoft products (Office 365, Skype, Microsoft Office) .
  • Experience participating in technical bridges for troubleshooting/problem resolution.
  • Strong communication skills; can explain complex technical concepts to both technically proficient IT professionals as well as end-users in an understandable and comprehensive manner.
  • Demonstrated experience providing end-to-end ownership for problems, issues, or escalations.
  • Experience with "smart hands" troubleshooting and support occurrences.
  • Experience participating in technical bridges for troubleshooting/problem resolution.


Education:

  • Associate’s degree in Information Technology or related technical program strongly desired.
  • Relevant Industry Certifications and Knowledge: ITIL, CompTIA A+, Network+

Recommended skills

Complex Problem Solving
Verbal Communication
Diagnostic Tools
Communication
Maintenance
Comp Tia Network+
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