IT Support Desk Technician

IT SUPPORT DESK TECHNICIAN SEATTLE, WA CONTRACT TO HIRE

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Currently we re looking for a candidate capable of resolving computer users' problems by troubleshooting and resolving software, hardware, and connectivity problems by performing a variety of duties. Supports users via phone with more complex use of applications including Microsoft Office, Microsoft Exchange, Lync, Internet, CRM, SharePoint, SysAid. Resolves complex problems that require utilization of outside sources like Dell, Microsoft, Lenovo and other software and hardware application vendors. Position reports to IT Director.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Answers, evaluates, and prioritizes service requests received via telephone, voice mail, email, and in-person for users computer performance.
- Problem identification and resolution resource, including answering questions, providing advice, troubleshooting, and following-up to assist users. Coordinates user problem resolution with other departments if necessary and tracks and reports recurring problems.
- Logs and tracks issues using problem management database, and maintains history records and related problem documentation.
- Interfaces with end users to acquire, move, add, or change desktop/laptop hardware and software systems and ability to independently analyze the customer requirements and develop appropriate solutions to meet expected service levels.
- Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
- Brainstorms with team members to resolve more complex problems and escalates difficult issues to Team Lead for more technical assistance.
- Keep peers/manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects.
- Learns current inter-company loan software systems and aid current IT team in support and troubleshooting.
- Coordinates preventative maintenance and vendor services as necessary.
- Participates in creation and maintenance of IT standards and procedures.

COMPETENCIES

- HelpDesk
- End user support
- Monitor SysAid requests and assign as required
- Escalation of SysAid requests
- Maintain SysAid knowledge base
- Restore user and share file from backup
- End user documentation

Application

- NLS file clean-up
- Client updates and upgrades for various software packages
- Troubleshoot automated system processes
- Troubleshoot basic issues for end user in our loan systems
- Troubleshoot simple database related issues

SharePoint

- User site maintenance and support

SysAid

- Custom Forms, screens, reports and emails
- Status updates
- Knowledge base build out

End User

- New employee setup and training
- Departing employee shutdown
- Password maintenance
- Active Directory profile maintenance

Laptops and Computers

- Provisioning of new PCs and Laptops
- Maintaining PCs Laptops
- De-provisioning of older PCs and laptops
- Configure wireless and mobile devices

QUALIFICATIONS

- Associate of Arts in Information Systems or related field
- 3 to 4 years of computer industry experience
- Advanced knowledge in a variety of PC software programs which typically include: Windows OS, Office, Active Directory, Exchange, CRM, and SharePoint
- Basic knowledge in the areas of LAN, DNS, DHCP, Telecommunications, SQL and HTML
- A+ Certification, MCTS or ITIL desired
- Ability to deal with problems involving many variables in sometimes difficult and stressful situations such as resolving staff conflicts, dealing with sometimes impatient users, managing multiple high priority projects and user requests, etc.
- Ability to deal with frequent change, delays, or unexpected events
- Obsessive attention to detail and organized work habits
- Must be able to occasionally lift and/or move up to 35 lbs.
- Travel to remote offices on occasion

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, its all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.