Help Desk Technician

KELLEY CREATE is hiring an on-site Help Desk Technician in Burlington, WA, providing end-user support and troubleshooting across Microsoft systems, networks, and remote access technologies. This role supports clients through service tickets, planned maintenance, documentation updates in ConnectWise, and coordination with the Service Desk Dispatcher to help requests get to the right resource quickly. You will also have ongoing training opportunities through ConnectWise University, plus a competitive benefits package with health coverage, paid time off, and retirement benefits.

What you’ll do

• Deliver helpdesk support for technical issues affecting Microsoft core business applications and operating systems, including onsite or remote diagnosis and repair
• Provide tier I/II support for troubleshooting and system analysis, including Active Directory, line of business applications, and network/server hardware and services
• Support disaster recovery solutions and assist with system readiness and recovery-related issues
• Handle basic network-level support for WAN and LAN connectivity, including routers, firewalls, and security
• Implement and support basic remote access solutions including VPN, Terminal Services, and Citrix
• Monitor alerts and notifications in remote monitoring and management tools, then respond through service tickets
• Maintain and review system documentation in ConnectWise, and enter work as service or project tickets as assigned
• Coordinate with the Service Desk Dispatcher to route requests for quick resolution and escalate items that require engineer-level support
• Communicate professionally with customers, including incident progress updates and notifications of impending changes or agreed outages
• Enter time and expenses in ConnectWise according to company procedures, and complete assigned training materials and blueprints
• Maintain positive, cooperative, team-oriented relationships and perform other assigned duties

What you bring

• Minimum 1 year of experience in an IT bench, support, or consulting role
• Minimum 1 year of experience with Microsoft Exchange and Microsoft Active Directory
• Minimum 1 year of experience with LAN and WAN configuration, setup, and troubleshooting
• Minimum 1 year providing excellent exceptional service directly to end users
• BA/BS in a related field is preferred
• Industry certifications preferred: Net+, MCSA/E, MOS, CCNA
• Must have reliable transportation and be able to pass pre-employment screening
• Comfort working with Windows environments including Windows XP/7/8/10 and Windows Server (SBS 2008 R2, 2012, etc.)
• Proficiency with Microsoft Word, Excel, and Outlook, plus email
• Demonstrated skills in customer focus, communication, problem-solving, time management, and adaptability

Benefits

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending Account Options
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Time Off
• Paid Holidays
• Ongoing training opportunities

Location: Burlington, WA (onsite) | Pay: USD 20–25 per hour | Experience: 1+ years