Help Desk Technician

Odom•Vancouver, WA

1d•Onsite

About The Position

The Odom Corporation is seeking a Help Desk Technician to provide internal technical support to employees and contractors across company locations. The role supports desktops, laptops, tablets, mobile devices, printers, conference-room technology, Microsoft 365, business applications, user accounts, network connectivity, and other end-user services. The position may be filled at Level I, II, or III depending on experience, technical depth, independence, mentoring capability, and the complexity of assigned work. The technician responds to incidents and service requests through Freshservice and other communication channels, troubleshoots end-user technology issues, configures and deploys devices, maintains accounts and asset records, documents work, and collaborates with Information Systems teams, vendors, and business contacts. The position also provides customer guidance, supports onboarding and offboarding, participates in deployments and projects, and may provide mentoring and on-call support. Work is performed primarily at company offices and may also take place in warehouses, conference rooms, remote locations, and other company facilities. Travel for rollouts, site visits, or issue resolution may be required, up to 25% depending on assignment. Participation in an on-call rotation, nights, or weekends may also be required.

Requirements

Experience supporting Windows, Microsoft 365, computer hardware, software, printers, mobile devices, user accounts, network connectivity, remote users, or comparable end-user technologies.
Help Desk Technician I: typically 1 or more years of help desk or customer-service support experience.
Help Desk Technician II: typically 2 or more years of help desk or customer-service support experience.
Help Desk Technician III: demonstrated experience resolving Tier 1 through Tier 3 issues, working independently, exercising sound technical judgment, and leading or actively participating in projects.
Working knowledge of end-user hardware, operating systems, Microsoft 365, mobile devices, identity and access, printers, network connectivity, remote-support tools, ticket management, and asset-management practices.
Strong troubleshooting, customer service, verbal and written communication, documentation, organization, prioritization, and teamwork skills.
Ability to manage changing priorities, maintain composure under pressure, protect confidential information, and work effectively with limited supervision appropriate to the assigned level.
Ability to research solutions, learn new technologies quickly, explain technical information to nontechnical users, and collaborate effectively with technical and business teams.
Ability to sit, stand, walk, communicate verbally and in writing, use standard office and technical equipment, and review information on computer screens and printed materials.
Ability to work in office, warehouse, and end-user support areas and, as needed, around or beneath office furniture.
May be required to lift, move, or assist with computer and peripheral equipment weighing up to 50 pounds.

Nice To Haves

Experience with Freshservice or another help desk ticketing system.
Experience with Microsoft Intune or another mobile-device or endpoint-management platform.
Experience with Active Directory or Microsoft Entra ID.
Experience supporting Apple iOS and Android devices.
Experience with asset management, conference-room technology, and technical documentation.
ITIL Foundation certification.
Microsoft 365 or Microsoft endpoint-management certification.
CompTIA A+ certification.
CompTIA Network+ certification.
CompTIA Security+ certification.

Responsibilities

Respond to incidents and service requests through Freshservice, email, chat, phone, walk-up support, and approved remote-support tools.
Troubleshoot hardware, software, printers, mobile devices, applications, user access, and network-connectivity issues, escalating when required.
Follow up on open requests, maintain accurate ticket records, and ensure timely resolution and closure.
Configure and deploy computers, peripherals, software, and mobile devices in accordance with company standards and security requirements.
Create and maintain user accounts, prepare hardware for employee onboarding, and support offboarding activities with Human Resources and other teams.
Support conference-room audio and video equipment and assist with company rollouts and site visits.
Provide courteous support, explain technical information clearly, guide users through troubleshooting, and confirm that solutions meet business needs.
Work with business departments to understand user needs, challenges, and workflows and help align support solutions with organizational objectives.
Document incidents, service requests, troubleshooting steps, and resolutions in Freshservice.
Create and maintain knowledge articles, FAQs, standard operating procedures, process workflows, and other support documentation appropriate to the assigned level.
Monitor the service desk queue, identify recurring issues and trends, and recommend corrective actions or service improvements.
Maintain accurate inventory records for computers, mobile devices, peripherals, and other assigned technology assets.
Collaborate with Information Systems teams and participate in deployments, rollouts, site support, and projects appropriate to the assigned level.
Provide guidance to less-experienced technicians and assist with training or mentoring when assigned.
Participate in on-call and after-hours support as required.
At Level I, resolve defined Tier 1 issues with guidance and escalate appropriately.
At Level II, independently resolve more complex issues, support Level I technicians, and contribute to training and service improvements.
At Level III, resolve advanced Tier 1 through Tier 3 issues, serve as a senior escalation resource, analyze service trends, mentor team members, and lead or actively participate in projects.