Job Description

Title: Technical Support Analyst II

Location: Seattle, WA

Duration: 6 month contract, possible extension

Pay: $25-33/hr W2

We are hiring a Technical Support Analyst II to be the primary onsite support for all regional Seattle locations. In this role, you will be the point of contact for all incoming IT Support issues via phone and ticketing system (ServiceNow).

Measurements for success include meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback.

Duties and Responsibilities:

• Setup, configure, and install hardware and software as necessary on-site, when remote assistance is not a viable option.
• Support IT team with routine set-up of workstations, phones and printers including office moves.
• Occasional point-person working with IT Engineering team and vendors for on-site troubleshooting or installations as needed.
• Provide advanced troubleshooting for escalated incidents from Tier 1, working with end-users across the organization remotely and in person.
• Track and monitor incidents to ensure timely resolution, accurately document relevant information, and keep end users informed via email or telephone of the status of their requests.
• Oversee routine IT Support processes, from user creation to workstation deployment, attention to detail and follow-through.

Education Qualifications:

• Associate’s (AA) degree in computer science or related area of study preferred.
• 3+ years of experience in a customer service or IT support role is required; experience in a level 1 technical support role required.

Professional Qualifications:

• Customer service focus; positive attitude, warm and caring demeanor.
• Intermediate level proficiency with Windows Workstation OS’s and MS Office programs with ability to learn new programs and software as needed.
• CompTIA A+ Certification preferred (or plans to obtain such within 1 year of hire date).
• Advanced level proficiency with Active Directory and Office 365 in a Windows environment.
• Advanced troubleshooting skills.

Other Qualifications:

• Must have valid driver’s license and be willing to travel across metro area on as-needed basis.

Workplace Environment:

• 60% sitting, 40% standing/moving.
• Adheres to dress code standards; appearance is professional, neat, and clean.
• Must be able to lift to 50 lbs.

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