Help Desk Support Technician- Day Shift

nLIGHT•Camas, WA

33d•$23 - $32•Hybrid

About The Position

The Information Technology (IT) Help Desk is the first point of contact for staff seeking technical assistance. IT Help Desk Technicians provide technical support over the phone, email, and in-person for our Vancouver, Camas, Hillsboro, and remote teams for issues they may encounter in the operation of software, hardware, and operating systems for both onsite and cloud-based systems. Maintains passwords, data integrity, and file system security for the desktop environment. This position will be based out of our Camas Headquarters but may be required to travel to our Vancouver and Hillsboro locations to cover vacations. This position also requires an on-call rotation within the team. We’re looking for a self-motivated individual, with strong customer service orientation, who can work with little to no supervision in support of our employees.

Requirements

Enthusiastic to learn new skills and provide excellent service to internal customers.
Must be self-motivated and able to work independently at times.
Must have the ability to apply knowledge and skills to complete a wide range of tasks.
Ability to work onsite M-F in Vancouver, as well as travel between locations, as needed.
Exceptional customer service, problem-solving, and analytical skills
Ability to perform duties with integrity, honesty, and professionalism.
The ability to communicate effectively, both orally and in writing
Ability to complete tasks in creative and effective ways.
Ability to work on assignments requiring considerable judgment and initiative in resolving issues or in making recommendations.
Ability to use sound judgement, use discretion, and escalate issues, as appropriate to IT leadership.
Ability to protect confidential and proprietary information.
Understands implications of work and makes recommendations for solutions.
Ability to work overtime and weekends, as needed.
The successful candidate may be required to travel internationally and domestically from time to time – usually no more than once or twice a year.
The successful candidate will be on a paid on-call rotation – generally 1 week per month.
To qualify for this position, you must be a US Person (that is, a US citizen, lawful permanent resident, or protected individual granted asylum or refugee status).

Nice To Haves

A+ or comparable hardware certification is desired.
College or IT trade school degree is desired.
Experience in a manufacturing or similar environment is preferred.

Responsibilities

Provides user assistance with Windows 11, 10, 7, XP operating systems.
Provides technical support remotely, online, and face to face.
Performs diagnostic tests, modifies, or repairs hardware to the board or component level.
Establishes and maintains a parts inventory for personal computers, as well as other supplies and computer center-related materials.
Supports desktop, laptop, and mobile device systems.
Troubleshoots and implements desktop/laptop hardware.
Manages user accounts, computers, and groups in Active Directory and Office 365
Maintains and supports Audio/Video conferencing systems.
Resolves service requests and documents details based on work performed in Jira SM ticket tracking system.
Follows up with users to ensure a positive resolution of tickets.
Provides user assistance with enterprise applications; Office 365, SharePoint, and other software.
Provides direct technical support to the executive staff.
Troubleshoots basic networking.
Performs work in office setting, as well as on factory floor and in cleanroom environment.
Demonstrates and maintains open communication to foster a culture based on mutual respect and trust.
Handles confidential and sensitive matters relating to all aspects of IT.
Able lift objects weighing up to 30lbs.
Able to gown up and provide support within a FAB (Clean Room)

Benefits

Pay depends on qualifications: Help Desk Technician I: $22.93 - $28.70, Help Desk Technician II: $24.45 - $31.80
Target Cash Bonus with potential payout of up to 2% of earned wages
120 hours of paid Vacation per year, plus paid Sick Leave and 10 paid Holidays
Eligible for health benefits on the 1st day of the month after your start date
Medical, Dental and Vision Benefits, including prescription and orthodontia with employee-paid premiums as low as $40.00 per pay period
Company paid Short-Term and Long-Term Disability, and Life & AD&D Insurance
Employee Assistance Program
Aflac Supplemental Insurance
Flexible Spending and Health Savings Accounts
Employee Stock Purchase Plan
401(k) with company match and immediate vesting
Jury Duty and Bereavement Leave Pay
Tuition Assistance
Pet Insurance