The Help Desk Technician provides first level IT support with a focus on meeting SLA targets and maintaining Client Satisfaction. This onsite role supports a wide range of technologies, including workstations, servers, cloud services, printers, networks, and vendor specific hardware and software.

Role Overview

The primary responsibility is delivering client satisfaction by ensuring service level agreements are met. The Help Desk Technician handles first level IT service requests across endpoint, infrastructure, cloud, and vendor-supported systems. The position also includes maintaining clear client communications throughout incidents and planned maintenance windows.

Key Responsibilities

Deliver technical support for Microsoft related technologies.
Provide technical and vendor support for client Line of Business applications.
Support hardware including computers, laptops, printers, access points, and other peripherals.
Provide technical support for backup solutions and disaster recovery.
Create and maintain system documentation and instructions within the remote management software.
Record accurate notes and time spent in the remote management software.
Provide timely and periodic client updates on incident progress.
Provide timely and periodic client updates on impending changes or agreed outages.
Provide timely and periodic updates with accurate resolution time estimates.
Offer cheerful assistance for issues of any size, including basic or routine problems.
Explain technical details clearly to non-technical people across varying organizational levels.
Act as a team player, share information, and support team goals.
Research issues and request technical expertise from other team members when needed.
Escalate Service Request tickets to Help Desk Senior Engineers.
Understand that individual success is measured by the success of the team.
Learn new technologies through research and self-study materials.
Complete required training within required timelines.
Maintain a professional appearance and report to on-site clients as needed.
Participate in an after-hours support rotation.

Required & Desired Qualifications

Professional telephone, written, and oral communication skills, with active listening and customer-care orientation.
Ability to communicate professionally with directors, managers, vendors, clients, and personnel at all levels.
Capability to translate technical information into non-technical terms with confidence.
Ability to troubleshoot by interpreting and understanding the nature of the request.
Analytical, methodical problem-solving skills.
Technical awareness to match appropriate resources to technical issues.
Ability to multi-task and adapt quickly to changes.
Service awareness, including coordination with the Project Team.
Typing skills for quick and accurate service request detail entry.
Self-motivation and ability to work as a self-starter.
Attention to detail and ability to follow direction.
Strong organizational and analytical skills.
Ability to work in a fast-moving environment.
Demonstrated punctuality and regular attendance.
Ability to drive company vehicles to on-site clients.

Preferred experience: 1–2-year experience supporting Office 365 and Mobile Messaging Technologies; 1–2-year experience supporting Data Backup and Recovery, Corporate Antivirus, and VPN Connectivity; and 1–2-year experience supporting Server Hardware Technologies, Workstation / Laptop Hardware and Software.

Preferred certifications: A+, Security+, Network+, MCP, Apple.

Technologies Supported

Microsoft related technologies, including Microsoft and Office 365
Mobile Messaging Technologies
Data Backup and Recovery
Corporate Antivirus
VPN Connectivity
Server Hardware Technologies
Workstation / Laptop Hardware and Software
Apple
Remote management software

Location, Schedule, and Pay

Job type: Full-time
Work location: In person (onsite)
Location: Bremerton, WA
Pay: $22.00–$26.00 per hour

Benefits

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Tuition reimbursement
Vision insurance

Help Desk Technician