Desktop Support Technician

***We are unable to work with 3rd-party or corp-to-corp candidates for this position***
Overview:
Our client is a Managed IT Services firm and functions as an IT team for their customers across the Pacific Northwest.  They will be hiring an IT Support Technician (Tier 2 is ideal) who can work to resolve basic to mid-level technical issues. This role provides support and assistance to users in the use of hardware, application software, networks, and peripherals; including but not limited to installation, troubleshooting, performing routine software and equipment upgrades and maintenance.
 
This position will work onsite in Vancouver, WA for the 1^st 90 days, and 50% remote after that. 
 
Expect occasional travel to local customer sites (up to 10%).  A valid driver’s license and auto insurance is required.
 
Responsibilities:

• Tier 2 Desktop Support (there is a 3^rd party that handles phone support).
• Provision PCs and troubleshoot 20-30 tickets per week (user creations, rights changes, synching issues, Outlook, VPN). 
• Provide an exceptional customer experience by responding to tickets in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.
• Diagnose hardware and software issues/problems either in person, on the phone or via other electronic methods.
• Build, install, and upgrade hardware, software, and peripheral equipment; configure systems for optimum operation; and securely dispose of obsolete equipment and software.
• Assist in setting up equipment for employee use; ensures the proper installation of cables, operating systems, and software.
• Perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Consult with hardware and software vendors for troubleshooting and problem resolution.
• Analyze and correct problems using documented procedures, available tools, and personal knowledge and skills.
• Participate in on-call support (very limited).
• Consume scripts (Powershell).

 
Qualifications:

• Experience working in desktop support (Tier 2) role.
• Experience provisioning PCs and troubleshooting 20+ tickets per week (user creations, rights changes, synching issues, Outlook, VPN). 
• Experience working within any IT ticketing system (ConnectWise would be a bonus).

 
Preferred:

• Set up users in Azure Active Directory.
• Experience debugging, supporting and configuring multiple infrastructure platforms.
• Experience performing maintenance and support of software and hardware.
• Experience using or creating PowerShell scripts or other Windows scripting tools.
• Experience working as a part of a team performing IT support.
• Technical certifications a plus (Example: A+, Network+, MCSE, MCP, CCNA, etc.)
• Microsoft Office 365 and/or Azure administration
• Ability to learn and trouble shoot VoIP phone problems.
• Ability to accept, prioritize and follow through on ticket escalations.
• Ability to perform basic warranty service and work with vendors to facilitate RMAs for devices under warranty.
• Experience using and working with remote monitoring and management software solutions.
• Ability to troubleshoot basic network issues.
• Physical ability to lift 50 pounds (MS Surface device or printers, provisioning PCs)
• Up to 10 percent travel to local customer sites (must have a valid driver's license and auto insurance).