IT Service Desk Manager

Overview

Job Title:

IT Service Desk Manager

Location:

Richland, WA

Type:
Contract to Hire

Compensation: $30 hourly

Contractor Work Model:
Onsite

The IT Specialist will provide exceptional technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. Support will be provided in person and via remote support to include phone, email, and messaging applications when applicable and require responding to, documenting, and resolving issues in a timely manner. The IT Specialist must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route to appropriate IT staff members.

This position will support multiple platforms including desktops, laptops, mobile devices, and basic networking equipment. This is a hands-on technical support role.

• Maintains a high degree of customer service for all support queries and adheres to all service management principles.
• Assumes ownership of user problems and proactively works to resolve user issues.
• Ensures that all service requests are logged into the ticket system.
• Responds to inquiries from employees and help them resolve hardware and/or software problems.
• Help maintain log of software and/or hardware problems detected.
• Supports users in the use of computer equipment by providing necessary training and advice.
• Escalates more complex calls to the relevant Information Technology (IT) Support member.
• Performs other duties as assigned.

• Minimum of an associate’s degree in computer science, Information Technology or other related field and two plus years of hands-on experience working in an end-user desktop support role or computer operations environment required.
• An equivalent combination of education and/or experience may substitute for education on a year for year basis.

• A+ Computer certification or Network+ certification, preferred.

• Experience with end-user and phone support.
• Experience troubleshooting and operational skills with Microsoft Windows 10/11.
• Experience with remote desktop support.
• Experience with printer / peripheral device troubleshooting.
• Experience with mobile device support.
• 2+ years with end-user and phone support.
• Entry-level knowledge of TCP/IP, DNS and DHCP.
• Entry-level knowledge of Wi-Fi and internet connectivity.
• Experience with Windows Active Directory system administration tools for user-based account support.
• Entry-level knowledge of O365/Teams user account support.

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.