BCforward
Location
Kent, WA | United States
Job description
IT Help Desk Technician
BCforward is currently seeking a highly motivated IT Help Desk Technician at Kent, WA.
Job Title: IT Help Desk Technician
Work Location: Kent, WA 98032
Expected Duration: TEMP ASSIGNMENT ONLY: 90 - 120 DAYS
Pay Rate: $21.50-$28.25/hr,
Position Type: Onsite Job
Position Description
Monday through Friday
Shift hours: 5:30am or 6am start (8 hour shifts).
In office - no hybrid or remote possibilities.
IT Help Desk Technician
This role is both the frontline of internal customer technical support (Tier 1), as well as escalated support (Tier 2), resolving more difficult issues and escalating further, when needed.
Functions and Responsibilities
* Act as the first point of contact for internal customers via phone and Service Now
* Uses Service Management solutions to log, assign and receive support tickets with descriptions of issues, progress and solutions and guides Tier 1 staff in best practice usage
* Resolves problems with hardware (workstations, printers, mobile devices and servers) and software (Network Access, Microsoft Office, Business Systems, on-premises and online).
* Asks questions about the problem and explaining possible solutions
* Uses manual and automated diagnostic tools to identify problems and root cause
* Updates knowledge base with prescriptive guidance for common problems to improve quality of Tier 0 customer self-service
* Escalates incidents and requests Tier 3 support when the problem is more complex
* Arranges for a technician to visit the customer if a problem cant be solved over the phone or by email.
* Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology.
* Participates actively in incident, problem, request and change management processes and their ongoing improvement.
* Follows procedures for the installation, deployment and maintenance of workstation hardware and software.
* Executes corrective actions as prescribed by other technicians or per standard recovery procedures.
Qualifications
* High School Diploma required
* 3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity
* Professionally respond to calls, emails, chats and voicemails for customer support.
* Technical writing proficiency.
* Innovative, team-oriented problem solver.
* Excellent interpersonal, negotiation and communication (verbal and written) skills.
* Excellent organizational, time management and follow-through skills.
* Ability to manage multiple, competing priorities.
* Unwavering commitment to providing customers with a high-quality experience.
* Troubleshooting and diagnostic / repair skills for PCs and components.
* Troubleshooting and diagnostic / repair skills for peripheral equipment such as printers, document scanners, barcode scanners, handheld devices, and monitors.
* Experience using imaging and migration utilities such as SCCM, MDT, and USMT.
* Proficiency in Microsoft Office application usage.
* Experience troubleshooting Mobile Device Operation Systems (iOS, Android)
* Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
* Knowledge of networking fundamentals
* Must be physically capable of lifting computers, monitors, printers, parts and supplies and sitting for extended periods of time.
* Experience troubleshooting MacOS clients
* CompTia A+ / Server+ / Network+
* HDI Customer Help Desk Analyst
* Microsoft Office Specialist
* MTA / Microsoft Office Specialist
* MCP / MCSA / MCSE / MCDST
* ITIL
* ServiceNow
Benefits:
BC forward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BC forward :
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BC forward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BC forward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BC forward to become a market leader and best in class place to work.
BC forward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BC forward collects and uses personal information as part of the recruiting process, view our and . As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BC forward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.
Interested candidates please send resume in Word format Please reference job code 218791 when responding to this ad.
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