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Business Technology Support

Seattle, WA

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Description

Essential Duties and Responsibilities:

  • Performs troubleshooting and identification of problems relating to PC’s, devices, network and business applications.
  • Engagement throughout the lifecycle of a ticket; including research and communication of status to users.
  • Working with other IT staff to manage ticket assignments and issue resolution.
  • Working with Systems Engineers, Information Security and Business Analysts to resolve/escalate problems.
  • Research various problems to provide appropriate responses to end users, be able to do basic troubleshooting and assist users through simple procedures.
  • Monitor Business Technology Support queue (phone, voicemail, e-mail and ticketing system) for support inquiries.
  • Provide basic administration of accounts and passwords.
  • Provide business applications support.
  • Mobile device management using centralized control applications (iOS and Android).
  • Departmental purchasing to include order creation, receiving and inventory control of equipment/supplies.
  • Other duties as assigned.

Job Requirements

Qualifications and Experience: 

  • Bachelor’s Degree, preferred.
  • Microsoft Certified Professional certification (or higher) is a plus but not required.
  • CISCO Certified Network Associate certification, is a plus but not required.
  • Minimum 3-5 years of experience in a Business Technology Support/Help Desk/Service Desk, or similar role.
  • Ability to multi-task and prioritize multiple projects as business needs change.
  • Understanding of basic networking fundamentals.
  • Highly organized and self-motivated.
  • Passion for teamwork and problem solving.
  • Be familiar with and capable of supporting and troubleshooting common business technologies, particularly Microsoft products.
  • Deliver excellent customer service onsite and via the telephone/remote applications.
  • Effectively manage time and resources.
  • Basic familiarity with AV equipment.
  • Must be well spoken, organized, detailed-orientated, dependable and flexible.
  • MDF/IDF experience such as cable patching/punching, access points, hardware replacement, UPS, vendor onsite coordination, circuit support.
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