IT Service Technician
About The Position
Flynn Group of Companies is seeking an IT Service Technician for their Tukwila, WA office. This role provides first- and second-level technical support to Flynn offices via phone, email, and ticketing systems, ensuring prompt response and resolution of incidents and service requests. The technician will collaborate with the centralized Help Desk team, prioritize and manage requests to meet SLA targets, and deliver in-person support for local users and technology needs. Responsibilities include troubleshooting hardware, software, telephony, mobile devices, audio/visual, and peripheral issues, following ITIL-aligned processes, monitoring ticket queues, maintaining documentation, and contributing to process improvements. The role also involves assisting with the deployment of end-user technology and participating in an on-call rotation, including evenings, weekends, and holidays, with occasional travel to support regional offices.
Requirements
- Strong experience installing, configuring, and troubleshooting computer hardware, printers, audio/visual equipment, telephony systems, mobile devices, and software applications.
- Proficiency supporting Windows operating systems and mobile platforms.
- Experience with Microsoft 365 Apps, Microsoft Teams and Teams Rooms, Autodesk, Bluebeam, and similar business applications.
- Experience using enterprise ticketing platforms such as ServiceNow, Jira Service Management, or similar systems.
- Understanding of ITIL best practices and IT service management principles.
- Degree or diploma in Computer Systems, Networking, Information Technology, or equivalent experience.
- 3+ years of IT support experience in a corporate or enterprise environment.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent customer service, communication, and interpersonal abilities.
- Ability to manage competing priorities in a fast-paced environment while meeting SLA commitments.
- Experience working within ITIL-aligned service management environments and ticketing systems.
- Ability to identify support trends, assess business impact, and make sound escalation and incident management decisions.
- Collaborative team player with a continuous improvement mindset and the ability to work independently when needed.
Nice To Haves
- Experience with endpoint management and automation tools such as Microsoft Intune, Windows Autopilot, MDT, and PowerShell, as well as familiarity with Microsoft Dynamics SL and SAP SuccessFactors, is considered an asset.
- Industry certifications (Microsoft or equivalent) are an asset.
- Experience with incident response, major incident management, and root cause analysis is an asset.
Responsibilities
- Provide first- and second-level technical support to Flynn offices through phone, email, and ticketing systems, ensuring prompt response and resolution of incidents and service requests.
- Collaborate with the centralized Help Desk team to manage ticket ownership, escalation, communication, and resolution throughout the support lifecycle.
- Prioritize and manage a fluctuating volume of requests while meeting SLA targets and maintaining a high level of customer satisfaction.
- Deliver in-person support for local office users, conference rooms, and site technology needs.
- Troubleshoot and resolve hardware, software, telephony, mobile device, audio/visual, and peripheral issues.
- Follow ITIL-aligned Incident, Problem, Change, and Request Management processes to ensure effective service delivery.
- Monitor ticket queues, identify trends, declare and coordinate major incidents when required, and participate in root cause analysis and corrective actions.
- Maintain accurate ticket documentation, knowledge articles, inventory records, and asset assignments.
- Contribute to process improvements, automation initiatives, self-service capabilities, and knowledge base development.
- Assist with the evaluation, deployment, and support of end-user hardware, software, and services.
- Participate in an on-call rotation, including evenings, weekends, and holidays, and travel occasionally to support regional offices and projects.
Benefits
- Competitive Salary
- Medical, Dental, Disability and Vision Insurance
- 401(k) w/ company match
- Life Insurance
- Paid time off and paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
