Job Description

LOCATION: Seattle, WA, Los Angeles, CA, Orange County, CA, or New York City, NY

IDEAL EXPERIENCE: Slack, Meraki, Remote Administration, Okta, or Jamf

If you are looking for a high-energy, fast-paced work environment with a company that has a fun company culture, then Safebox is the place for you! If you possess the people skills, passion, and pride to succeed, then contact us now!

ABOUT THE JOB

Our client is looking for a front-line IT Help Desk Support Technician with the technical proficiency and customer service skills to help support their supported platforms. Not only do you need to possess the skills to inspire confidence in our support team, but you also need to be prideful about your work. A successful candidate will be able to detail incoming concerns as well as guide the end-to-end process that results in a happy customer. You will get the chance to work with a great team of people that love what they do and will have your back 100% of the time!

JOB SUMMARY

The person hired as TIER 1 HELP DESK TECHNICIAN will enjoy a variety of tasks in a great team environment. THE PRIMARY OBJECTIVE OF THIS POSITION WILL BE TO PROVIDE FIRST-LEVEL (TIER 1) SUPPORT TO CLIENTS, ENSURING THEIR CONCERNS ARE RECEIVED AND UNDERSTOOD CLEARLY AND SUPPORTED APPROPRIATELY.

The Tier 1 Help Desk Technician coordinates with Help Desk teammates, operations, and engineering support to resolve incidents. Works directly with customers on their IT services to include resolution and improvement of services. You will perform related tasks, such as:

●      Installation, configuration, troubleshooting, and support of operating systems and productivity software (iOS, Android, Mac OS, Windows OS and Office, Adobe suite, browsers)

●      Monitors and responds to hardware and software problems, including third-party applications, utilizing a variety of hardware and software testing tools and techniques

●      Providing installation, maintenance, and troubleshooting support of software, computers, printers, tablets, and smartphone devices -  requests may come via phone, e-mail, or via help tickets directly from end-users or other teams; support needs may require full or part-time presence at a client site

●      Provides network troubleshooting and support

●      Providing technical assistance to other Network Technicians and staff members

●      Provides technical support and training to end-users

●      Answers user inquiries regarding computer software or hardware operation to resolve problems

●      Enter commands and observe system functions to verify correct operations and detect errors

●      Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation activities

●      Confer with staff, users, and management to establish requirements for new systems or modifications

●      Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

●      Refer major hardware or software problems or defective products to vendors or technicians for service, including hand-off of associated ticketing

●      Maintains current knowledge of relevant technology as assigned

●      Participates in special projects as required

SKILLS / REQUIREMENTS

●      Associates Degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience

●      Two or more recent years of hands-on experience in a TIER 1 HELP DESK role in a multi-site environment

●      Excellent Customer Service Skills, including the ability to understand user problems and explain technical fixes clearly and understandably to users

●      Valid driver’s license

●      Self-Starter/Self Directed individual that leads with high energy and passion for customer service

●      Detail-oriented team player that can also work independently with little supervision

●      Able to work under pressure, as service calls must be responded to promptly, diagnosed quickly, and fixed within specific agreed-upon timeframes

●      Excellent verbal and written English communication skills

●      Ability to quickly troubleshoot and conduct root cause analysis

●      Must be able to move and lift heavy equipment occasionally

●      Ability to multi-task and handle large workloads under time constraints

LOCATION: Seattle, WA, Los Angeles, CA, Orange County, CA, or New York City, NY

DEPARTMENT: Information Technology | TYPE: Full Time