IT Help Desk Engineer

HIKINEX

IT Help Desk Engineer

Seattle, WA
Full Time
Paid
  • Responsibilities

    Position: IT Help Desk Engineer

    Job Description:

    We are seeking for an IT Help Desk Engineer who will be responsible for remote and on-site support needs for managed services customers. This involves all technology, including workstations, servers, cloud services, printers, networks, and vendor-specific hardware and software. You will work with senior technical colleagues and account managers to handle escalation requests, facilitate ongoing maintenance, and assist with improvement projects.

    Basic Functions:

    • IT support for client business applications and operating systems.
    • IT support for Microsoft technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc.
    • Support backup and disaster recovery solutions, especially initiating restores.
    • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
    • Implement and support remote access solutions: VPN, Terminal Services, Windows 365, Azure WVD, ConnectWise Control.
    • Monitor help desk and remote management system alerts and respond through service tickets.
    • Document maintenance for all computer systems and network infrastructure.
    • Communicate with customers as required, keeping them informed of incident progress, changes, or agreed outages.

    Additional Duties and Responsibilities:

    • Improve customer service, perception, and satisfaction.

    • Ensure fast turnaround of customer requests.

    • Work effectively in a team and communicate well.

    • Ensure requests are routed to the proper resource for quick resolution.

    • Escalate service requests requiring more senior support.

    • Enter time and expenses as they occur.

    • Understand processes by completing assigned training materials.

    • Enter all work on service tickets.

    Knowledge, Skills, and/or Abilities Required:

    • Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems.
    • Strong interpersonal skills: video & telephony skills, communication skills, active listening, and customer care.
    • Diagnosis skills for technical issues.
    • Ability to multi-task and adapt quickly to changes.
    • Technical awareness to match resources to technical issues appropriately.
    • Service awareness of key IT services provided.
    • Understanding of support tools and techniques used to provide services.
    • Typing skills for quick and accurate entry of service request details.
    • Self-motivated and able to work in a fast-moving environment.

    Opportunity:

    • Work for a growing Managed IT Services company in the Greater Seattle & Greater Austin areas.
    • Support the core network of small to midsized firms using Microsoft local and cloud applications.
    • Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis.
    • Maintain work-life balance in a flexible environment that values both personal and professional success.
    • Receive competitive benefits for your hard work and dedication.
    • Enjoy opportunities for pay growth and upward mobility as the company continues to expand.