Help Desk Technician

KELLEY CREATE•Bothell, WA

About The Position

Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry. The Help Desk Technician is primarily responsible for providing helpdesk support for client end users, which may include onsite or remote diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting support requests and systems analysis, including consulting with users, to determine hardware, software, or system functional specifications. Hardware may include workstations, printers, servers, firewalls, switches, and phones. Support requests may entail tier I/II issues related to active directory management, line of business applications, routing/switching, server and network hardware, or their associated services and roles.

Requirements

Minimum of one (1) year of experience in an IT bench, support, or consulting role
Minimum of one (1) year of experience with Microsoft Exchange & Microsoft Active Directory
Minimum of one (1) year of experience with LAN and WAN configuration, setup, and troubleshooting
Minimum of one (1) year of experience providing excellent exceptional service directly to end users
Ability and desire to provide exceptional customer service
Ability to act with a sense of urgency while paying attention to detail
Ability to multi-task effectively and thrive in a fast-paced environment
Ability to communicate in a positive, effective, and efficient manner
Ability to work independently and as part of a team
Ability to prepare, organize, and present information to groups of people
Ability to match solutions to prospective client needs
Ability to work after-hours and on-call shifts
Technical skillset in hardware setup and troubleshooting
Technical skillset in Windows operating systems: Windows (XP,7,8,10) Windows Server (SBS,2008 R2,2012, etc.)
Proficient with typing, use of Microsoft Office Applications, and the Internet
Must have reliable transportation

Nice To Haves

A BA/BS in related field is preferred
One or more of the following industry certifications Net+, MCSA/E, MOS, CCNA, are preferred

Responsibilities

Provide IT support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of disaster recovery solutions
Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
Monitor remote monitoring and management system alerts and notifications; respond accordingly through service tickets.
Perform system documentation maintenance and review in ConnectWise
Respond to queries professionally, timely and accurately. Communicate with customers as required including keeping them informed of incident progress or notifying them of impending changes or agreed outages.
Improve customer service, perception, and satisfaction
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
Escalate service requests that require engineer-level support
Enter time and expenses in ConnectWise according to company procedures
Complete assigned training materials and blueprints on the ConnectWise University
Work through project tickets and phases in ConnectWise as assigned by a Project Manager
Enter all work as service or project tickets into ConnectWise
Maintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers and others you come into contact with through your job.
Other duties as assigned.