IT Customer Service Technician

At Mac Donald-Miller Facility Solutions ("Mac Miller") we make buildings work better. As the Northwest's leading mechanical contracting firm, we design, deliver and service HVAC, plumbing and automation system solutions for commercial buildings. With our over 1,600 employees across 13 offices, there is a breadth and variety of work to keep you engaged and inspired.

We enjoy a well-respected history of exceeding our customers' expectations and executing with distinction. Our clients trust their toughest projects with our integrated teams, including:

• New construction - Engineering, fabrication and install of mechanical systems for new projects following lean construction practices
• Special projects - Retrofits and mechanical repairs for existing buildings for new efficiencies
• Service - scheduled preventative maintenance ensuring tenant comfort, and 24/7 emergency response
• Building performance - Control systems, fault detection, energy services and remote monitoring
• Performance Contracting -- Sustainable Solutions:
  Acting as the Prime Contractor, we deliver design-build energy-efficient solutions in the built environment for private and public sector clients

People love to work at Mac Donald-Miller, and it's because we all share the same Core Culture Values:

• Collaboration - Diverse players, one team, a common vision. Collaboration is our foundation and critical to the success of the company. Every team member is valued and brings a diversity of strengths to help us meet our common vision.
• Dedication - We are dedicated to personal and professional excellence. We execute with distinction by doing the right thing and following through on our commitments.
• Safety - Everyone deserves a safe workplace. Safety is more than hardhats and boots, it's an attitude and the environment we create. Every day, everyone goes home to their families.
• Community - We are proud to be part of Mac Donald-Miller. We actively seek to build relationships and know each other as individuals. Together we create an environment that is welcoming, caring, and trusting.
• Innovation - We are committed to continuous, creative problem solving. Innovation is how we stay an industry leader. We always strive to challenge and better ourselves.
• Fun! - Take the work seriously, but never taking ourselves too seriously. It's possible to be both serious professionals and good-natured people you enjoy working with. We strive to be both.

IT Customer Service Technician: This is where you come in.

We're looking for an IT Customer Service Technician to troubleshoot and provide end-user support for all computer related issues including hardware, software, and mobile devices. This person is also expected to effectively communicate with employees when service inquiries arise. In return for achieving aggressive goals, you'll get rewarded with more to own, a ton of growth opportunities, and more freedom than you've probably ever had.

Top deliverables in the first year to be a hero:

• Provide exceptional customer service by promptly addressing user inquiries and issues.
• Diagnose and resolve technical problems efficiently.
• Manage user accounts licensing and provisioning to meet Identity Access Management standards.
• Attention to detail for accurate inventory and asset management.
• Maintain accurate records of all service desk interactions, solutions provided, and any follow-up actions required.
• Operate as the primary on-site IT support presence for Oregon-based offices, providing hands-on assistance and building strong local relationships
• Demonstrate the ability to work independently while staying tightly aligned with a WA-based Service Desk team through documentation, communication, and standard processes.
• Successfully complete an initial three-week onboarding and training period working out of the Sea Tac office to gain deep familiarity with Service Desk tools, workflows, and expectations.

The IT Customer Service Technician role reports to Pablo Contreras - IT Service Desk Supervisor on a collaborative team working on a variety of projects and initiatives to support our growing business. This highly visible role interacts with all levels and functions within the organization.

Your Background: What kind of person will thrive in this role?

You should have...

• A track record of providing positive and timely customer service skills.
• Expertise in diagnosing, troubleshooting, or repairing technology products.
• Ability to triage and prioritize tasks in a fast-paced environment.
• 1-3 years of relevant IT experience, or equivalent schooling

And everyone you work with should describe you as...

• A great problem solver
• A strong communicator to both technical and non-technical staff.
• Passionate with a can-do attitude
• Someone with high standards of customer service

And you should be motivated by...

• Taking ownership as a self-directed contributor while being part of a larger, collaborative Service Desk team.
• Working with a results-oriented team to monitor and drive key performance indicators.
• Personal growth by learning and…