Help Desk Technician

Frontier Door & Cabinet•Tacoma, WA

18h•$30 - $33•Onsite

About The Position

The Help Desk Technician provides frontline technical support to end users for company-supported hardware, software, systems, and mobile devices. This role troubleshoots and resolves issues, escalates complex incidents as needed, and delivers responsive customer service while documenting all work through the help desk ticketing system.

Requirements

High School Diploma or GED required; additional technical training or certifications are a plus.
1–3 years of experience in a Help Desk, Service Desk, or technical support role (or equivalent combination of education and experience).
Experience supporting Windows environments, common office applications, and end-user devices preferred.
Strong customer service mindset with professional written and verbal communication skills.
Ability to troubleshoot issues logically and explain solutions in user-friendly terms.
Working knowledge of Microsoft Office/365, email systems, and basic PC hardware/software support.
Basic understanding of networking concepts (LAN/WAN, Wi-Fi, VPN, printers, connectivity).
Experience with ticketing systems and documentation best practices.
Organized, detail-oriented, and able to manage multiple tickets while meeting deadlines and milestones.
Ability to work independently and collaborate effectively with cross-functional teams.
Good judgment, discretion, and ability to handle confidential information appropriately.
Ability to read and interpret instructions, safety rules, and procedure manuals in English.
Ability to work schedule as assigned; regular and reliable attendance required.

Nice To Haves

additional technical training or certifications are a plus.
Experience supporting Windows environments, common office applications, and end-user devices preferred.

Responsibilities

Respond to requests for technical assistance in person, via phone, email, chat, and/or ticketing system.
Diagnose, troubleshoot, and resolve hardware, software, and basic network connectivity issues.
Set up, configure, deploy, and support desktops, laptops, printers, and mobile devices (phones/tablets).
Create, update, and manage user accounts, access, and permissions (email, collaboration tools, business applications, etc.).
Install, maintain, and update operating systems, standard applications, security tools, and patches.
Document all help desk interactions, troubleshooting steps, and resolutions in the ticketing system.
Follow standard help desk procedures, prioritization guidelines, and service level expectations.
Escalate unresolved or urgent issues to the appropriate internal teams or vendors and track through completion.
Support onboarding/offboarding by provisioning equipment, resetting devices, and ensuring access is added/removed appropriately.
Maintain and refresh equipment for reissue (reimaging, updates, asset tagging, and basic inventory tracking).
Assist with administration of help desk/ticketing tools and knowledge base articles.
Identify recurring issues and recommend process improvements to reduce downtime and repeat tickets.
Help update training materials and provide basic end-user training as needed.
Maintain consistent and dependable attendance and support business needs through schedule flexibility when required.
Perform other duties as assigned.