Help Desk Technician

Responsibilities

• Serve as the primary point of contact for end-users to receive support and maintenance of computer systems, desktops, and peripherals.
• Receive, prioritize, document, and actively resolve end-user requests related to installing, diagnosing, repairing, maintaining, and upgrading PC hardware and software to ensure optimal performance; escalate when appropriate.
• Troubleshoot problem areas in person, by telephone, or via email and provide end-user assistance as required.
• Escalate incidents to the appropriately experienced technician when needed.

Requirements

• Route incoming helpdesk requests via telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
• Document all pertinent support information in the helpdesk ticketing system, including categorization, impact/severity, nature of the problem, and the problem-solving process through to final resolution.
• Prioritize and schedule problems; escalate to the appropriately experienced technician when required.
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users; recommend and implement corrective solutions, including offsite repair for remote users as needed; accurately document failures, repairs, installations, and removals.
• Identify and learn the software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Respond to moves, adds, and changes requests as submitted.
• Access software updates, drivers, knowledge bases, and FAQs to aid in problem resolution.
• Perform preventative maintenance on workstations, printers, and peripherals.
• Test fixes to ensure problems are adequately resolved and conduct post-resolution follow-ups.
• Develop user-facing help sheets and FAQ lists.
• Basic knowledge of computer hardware, including desktops, monitors, printers, and scanners.
• CompTIA A+ and Network+ certifications preferred.
• Experience with desktop and server operating systems, including Windows 10 and Windows 11.
• Application support experience with Microsoft Office, Adobe Acrobat, and antivirus solutions (Symantec Endpoint, Sophos).
• Working knowledge of help desk programs (KACE, Web Helpdesk, Service Desk Plus).
• Excellent written and oral communication skills; strong interpersonal abilities; ability to research and explain technical concepts to non-technical staff.
• Keen attention to detail; proven analytical and problem-solving capabilities.
• Ability to prioritize and execute tasks in a high-pressure environment; strong customer service orientation; collaborative, team-oriented mindset.
• Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Access) and familiarity with peripherals, connections, and networking.

Technologies

• KACE
• Web Helpdesk
• Service Desk Plus
• Windows 10
• Windows 11
• Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)
• Adobe Acrobat
• Symantec Endpoint
• Sophos

Benefits

• Generous Paid Parental Leave program
• Employee Referral Program $5,000
• Tuition Reimbursement Program
• Matched 401(k) Plan
• 9 Company Paid Holidays
• Medical, Dental and Vision
• Health Savings Accounts
• Life Insurance
• Short Term & Long Disability
• Flexible Spending Accounts
• 401(k)
• Dental insurance
• Vision insurance

Compensation

USD 40,000 - 60,000 per year

Work Location

Bellevue, WA, on-site

About NexTitle

NexTitle is a fast-growing Title and Escrow company with multiple offices across the Pacific Northwest and the Hawaiian Islands. The team emphasizes Growth, Relentless Self Improvement, Kindness, Being Different, Next Level Service, Connection, and Ownership. The culture supports flexible work arrangements and even allows dogs in the office, reflecting a practical, people-focused approach to work-life balance.