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IT Help Desk Technician – Level 2

System One

This is a Full-time position in Bellevue, WA posted January 14, 2022.

System One has an immediate need for a Help Desk Technician – Level 2 for 6 month contract role. 

Responsibilities

  • Onboarding
    • Create FTE & Contractor accounts
      • AD, Exchange, WebEx, etc
    • Image laptops according to checklist
    • Deploy software per request from New Hire Requests
      • SCCM & manual installs
    • Ship completed equipment to new hires
    • Host IT Orientations for new hires to setup their initial laptop login and phone MFA
  • Tickets
    • Assess and respond to newly assigned tickets according to priority
    • Request additional information and troubleshoot tickets with users
    • Update AD accounts
    • Bitlocker and account unlocks
    • Keep asset inventory updated
      • ITAM & AD
    • WebEx account support & meeting recordings
    • Escalated ticket support as needed
    • Manage access to internal and external collaboration spaces
    • Fulfil software requests
  • In office support
    • Support EVL/BTC offices in person
      • Conference room A/V assistance
      • Simple hardware support
      • Replace laptops
      • Employee/Contractor badge creation
  • Documentation
    • Utilizing existing and creating new Internal and external knowledge base documents to assist with ticket resolution

Key Qualities

  • Communicate openly and display respect and a desire to foster teamwork.
  • Able to quickly learn and implement new concepts
  • Calm in stressful situations and able to think through those situations to find the best outcome
  • Customer service ability and interpersonal skills
  • Proactive on finding areas within our process that can be improved and making these suggestions to the team
  • Supporting customers and clients both in person and remotely
  • Rapid deployment imaging technologies MDT and SCCM
  • Windows 10 in a domain-managed environment
  • A general understanding of DHCP, DNS, and TCP/IP, and wireless networking, as well as how to troubleshoot them
  • A general understanding of modern Information Security principles and practices
  • Experience with a commercial ticketing system JIRA
  • An understanding of desktop and laptop hardware
  • Highly adaptable with problem solving