IT Service Desk Associate

Support end-users with tier 1 and tier 2 desktop and network assistance while managing incidents and requests through ServiceNow.

Responsibilities

• Deliver tier 1 and tier 2 support to end-users in an efficient, effective manner
• Install, repair, and perform preventative maintenance for end-user software and hardware
• Establish network connectivity and handle hardware and software configuration
• Support third-party software applications
• Track, resolve, or escalate incidents and requests appropriately in ServiceNow
• Support physical end-user inter- and intra-office relocations
• Perform software pushes and desktop imaging
• Contribute to improving Service Desk efficiency and customer service rating
• Order equipment and services for employee business use
• Respond promptly to user requests for information and assist with application system problem resolution
• Work onsite, under direct supervision, in a team-based and open office environment

Requirements

• Bachelor’s degree, plus technical certifications, or a combination of education and hands-on experience
• 1+ years of experience in IT and Infrastructure and Operations (preferred)
• A+ Certification (preferred)
• Knowledge of Problem Management, Incident Management, Configuration Management, and the overall ITIL framework (a plus)
• Experience with decision-making and troubleshooting
• Excellent customer service skills required
• Ability to answer calls and respond accurately to inquiries
• Ability to work independently and prioritize tasks based on business needs
• Ability to work through end-user requests
• Exemplary written and verbal communication skills

Technology

• ServiceNow

Compensation

• $55,000 - $75,000 base salary per year (state of WA)
• New hires should expect to start at the lower end of the range based on experience
• Eligible for a discretionary bonus based on firm and individual performance

Benefits

• 100% paid medical, dental, and vision premiums for you and your qualifying dependents
• 50% 401(k) match, up to the IRS maximum
• 20 days of PTO plus 10 paid holidays
• Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, plus back-up child, adult, and elder care
• In-office role; based on role, tenure, and performance eligibility, opportunity to participate in a hybrid work from home program

Location: Camas, WA (onsite)
Reports to: Team Lead
Experience level: 1+ years preferred