IT Help Desk Technician

JSG is hiring an IT Help Desk Technician in Airway Heights, WA. This is a 6+ months contract opportunity. US CITIZEN

Skills :

• 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 can’t 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.
• 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.
• 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.
• 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

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JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.