Job Description
Are you a tech-savvy problem solver looking to join a dynamic team in the heart of Seattle? TechNova Solutions is seeking a dedicated Help Desk Support Specialist to provide top-tier technical assistance to our employees.
We pride ourselves on a remote-first culture, but we need a local presence in Seattle to handle on-site escalations and hardware setups. We provide all the equipment you need to succeed. You will receive a state-of-the-art laptop, peripherals, and necessary software licenses upon hire.
As part of our IT team, you will be the first point of contact for our staff, ensuring seamless technology operations and user satisfaction.
Responsibilities
- Provide Level 1 and Level 2 technical support via phone, email, and in-person to internal employees.
- Manage and resolve incoming help desk tickets (e.g., Jira, ServiceNow) within established Service Level Agreements (SLAs).
- Configure, deploy, and troubleshoot company-issued hardware, including laptops, printers, and mobile devices.
- Assist users with software installations, OS updates, and network access troubleshooting.
- Conduct user training sessions and create knowledge base articles for common technical issues.
- Monitor system performance and proactively address potential outages.
Qualifications
- Minimum of 2 years of experience in IT Help Desk or Technical Support roles.
- Strong knowledge of Windows 10/11, Microsoft Office 365, and Active Directory.
- Experience with ticketing systems and remote support tools (e.g., TeamViewer, LogMeIn).
- Excellent verbal and written communication skills with the ability to explain complex concepts to non-technical users.
- Relevant certifications (CompTIA A+, Network+, Security+) are highly preferred.