Job Description
Join our award-winning IT support team in the heart of Seattle! We're seeking a dedicated Help Desk Support Specialist to provide exceptional technical assistance to our growing client base. As a valued member of our team, you'll enjoy the unique benefit of having all necessary equipment provided – including a high-performance laptop, dual monitors, and premium headset – ensuring you have everything needed to excel in your role. This is a hybrid position offering flexibility with 3 days in our downtown Seattle office and 2 remote days per week.
We pride ourselves on fostering a collaborative culture where innovation thrives. Our modern office features ergonomic workspaces, complimentary snacks, and stunning views of Puget Sound. You'll work alongside industry experts while supporting cutting-edge technologies across diverse industries. We offer comprehensive benefits including health insurance, 401k matching, and professional development stipends.
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote desktop for 500+ users across multiple industries
- Diagnose and resolve hardware/software issues including Windows OS, Microsoft 365, and network connectivity problems
- Manage ticket lifecycle in ServiceNow platform with SLA adherence and customer satisfaction focus
- Deploy and configure company-provided equipment including laptops, peripherals, and mobile devices
- Document solutions in knowledge base and contribute to continuous improvement initiatives
- Collaborate with network and security teams on escalated incidents and infrastructure projects
- Conduct user training on new systems and security protocols
Qualifications
- 3+ years of experience in technical support or help desk environments
- CompTIA A+ or similar industry certification preferred
- Expert knowledge of Windows 10/11, Microsoft 365, and enterprise networking concepts
- Experience with remote desktop tools (TeamViewer, AnyConnect) and ticketing systems
- Exceptional troubleshooting skills with ability to diagnose complex technical issues
- Strong communication skills with ability to translate technical concepts to non-technical users
- Ability to manage competing priorities in fast-paced environment
- Experience with hardware deployment and asset management processes