Help Desk Support Technician

This onsite role provides frontline IT help desk support for Lynden Door staff in Lynden, WA.

Responsibilities

• Deliver Tier 1+ helpdesk support through the organization-wide ticketing system.
• Capture and convert external requests from email, phone, instant messaging, SMS, and in-person conversations into tickets.
• Troubleshoot and repair issues across PCs, peripherals, mobile devices, and desktop applications for staff in offices, warehouses, and remote locations.
• Image, deploy, and configure desktops, peripherals, mobile devices, and applications for replacements, projects, or new hires.
• Support end user network access and VPN connectivity, including wireless devices.
• Provide basic support for corporate telephone systems (Mitel/ShoreTel).
• Deliver basic ERP assistance for printer issues, application locks, and queue problems.
• Assist with training on basic computer usage and company desktop software.
• Assist with Active Directory group policies to automate PC security and standardization.
• Support asset management of desktop, laptop, and mobile device inventories.
• Recover devices and securely purge corporate data, retiring assets as required.
• Maintain a spare parts and peripherals inventory for emergency use.
• Recommend replacements or improvements for device assets and applications.
• Document common IT issues and solutions and update the IT knowledge base.
• Remind users of IT acceptable use policies and standards.
• Escalate tickets to IT staff at Tier 2 or beyond when needed to ensure resolution.
• Collaborate with colleagues within the Help Desk and Asset team or Technology Group to meet department goals.
• Other duties as assigned.

Requirements

• Excellent written and verbal communication skills.
• Strong troubleshooting and problem-solving abilities.
• Proficiency with Microsoft Office software and services, with emphasis on Office365.
• Solid experience with Windows based systems (Windows 10/11, Active Directory, PowerShell); Windows Server experience is a plus.
• Solid understanding of PC hardware, including replacing and upgrading parts.
• Basic familiarity with mobile devices (iOS and Android).
• Strong understanding of IT concepts, practices, and technologies.
• Basic networking knowledge, including TCP/IP.
• Associate or Bachelor degree in Information Technology, Computer Science, or a related field.

Technologies

• Office365
• Microsoft Office
• Windows 10/11
• Microsoft Active Directory
• PowerShell
• Windows Server
• Mitel/ShoreTel
• VPN
• TCP/IP
• Group Policy

Details

• Location: Lynden, WA (onsite)
• Department: Technology: HDA Team
• Hours: Monday-Friday, Day Hours (40 hours/week), additional hours as needed
• Travel: Minimal local travel with occasional trips to branch office locations
• Reporting: IT Help Desk & Asset Manager, Lynden Door Family of Companies
• Salary: USD 20 - 25 per hourly
• Education: Associate or Bachelor degree in Information Technology, Computer Science, or a related field