Role Description:

Provide quality service desk ticket support and resolution. When not working service desk tickets, be on-site support to clients. Assist with developing policies and procedures governing how to troubleshoot IT issues, including identification, documentation, distribution, and resolution. May assess new products or services and suggest enhancements to senior management. Relies on extensive knowledge and professional discretion to achieve goals. Significant ingenuity and flexibility is expected.

Work Arrangements: Hybrid in Seattle, WA. Non-local candidates will not be considered. A company car is provided with a valid driver’s license.
 

Key Responsibilities & Essential Functions:

Responsibilities include but are not limited to:

1. Travel to various client locations to perform onsite work on computer and network hardware and/or software.

2. Troubleshoot and solve support tickets while onsite at client location.

3. Communicate with client contact to make necessary decisions and ensure satisfaction.

4. Install/replace/repair hardware and software, as necessary.

5. Assist with deployment of new workstations and user onboarding as assigned by Team Lead.

6. Back up all client data in effort to ensure no data is lost and have the ability to get back to where the client started, never create a worse than when arrived situation.

7. Make suggestions to Team Lead regarding upgrades or changes which could enhance the clients’ network/system and/or further allow for an enhanced overall client experience.

8. Develop policies and procedures governing how to troubleshoot specialty issues, including identification, documentation, distribution and resolution.

9. Rely on industry knowledge and professional discretion to achieve goals.

10. Follow up with vendors or internal team members as needed for completion of issues.

11. Assist service desk as needed to effectively resolve tickets.

12. Field telephone calls, email communication and support tickets regarding computer hardware and software.

13. Reinforce image and professionalism of the Executech Managed Services team and the organization.

14. Effectively communicate with internal and external contacts at all levels.

15. Promptly enter time into timesheets, tickets, expense reports and all other required documents.

16. Perform other duties as assigned or otherwise identified.

Knowledge, Skills, and Qualifications:

· 2-5 years’ experience and bachelor’s degree in related area, preferred.

· Knowledge of office equipment (copiers, fax, printers, etc.).

· Excellent organizational, written, and verbal communication skills necessary.

· Proficient with network troubleshooting and topologies.

· Professional, pleasant, and patient in demeanor, exceptional customer service.

· Valid Driver’s License.

· Must have demonstrated maturity in judgment and ability to provide guidance to others.

· Must be flexible, prioritize workload, able to manage multiple tasks, and have strong diligence.

· Ability to be exceptionally self-reliant and self-directed; Possess the ability to work with minimal supervision.

· Regular attendance and timeliness

· Ability to effectively handle stress and pressure consistent with the job duties and industry.

· Proficiency in Microsoft products such as Windows Desktop OS and Office Product Suite.

· Ability to work after hours and weekends, as needed.

· Intermediate networking knowledge including LAN, WAN, and wireless configuration, primarily for endpoint support.

· Ability to make decisions with sound judgment, based on expertise and experience.

· Proficiency in remote administration and troubleshooting of desktop PCs.

· Experience in Active Directory configuring user and computer accounts.

· Cross-platform experience (i.e. Windows, Linux, Solaris, OSX, UNIX, etc.).

· Experience supporting VMware VDI (Virtual Desktop Infrastructure).

Typical Working Environment:

Work in a temperature-controlled office environment

Low to Moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue

Equipment/Tools used (and provided):

Computer

Multi-function printer/scanner

Hand Tools

Desk Phone/cell phone

Battery Powered Tools

Hand Truck

Physical Demands:

Constantly talk, hear, sit, use keyboard/ten key, fine dexterity with hands and repetitive hand motion.

Frequently lift and carry up to 20 lbs., push/pull up to 20lbs, reach outward, walk-normal surfaces, grasp, and hold.

Occasionally lift and carry between to 21-50lbs., push/pull between 21-50lbs, reach overhead, kneel, climb, and stand.

Rarely lift and carry 51+ lbs., push/pull 51+ lbs., squat, crawl, walk-slippery surfaces, walk-uneven surfaces, and bend.

Hours of Work:

This is a Full Time position.

Typical workdays are Monday-Friday, from 8am-5pm

Hours may vary to meet the needs of clients and business operations. This may include days, evenings, nights, weekends, and holidays.

The above statements are intended to describe the general nature and level of work being performed by those assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. Management reserves the right to reassign and alter the job description as dictated by business necessity and evaluate reasonable accommodations.

PEOPLE . PASSION . COMMITMENT . GRIT . GROWTH