Helpdesk Level I / Support Systems Engineer

Job Title: Helpdesk Level I / Support Systems Engineer

Department: Service and Support

Reports to: Operations Manager

About Inline Computer & Communications:

If you have successful experience working in Information Technology, and have a strong passion for computers, exceptional customer relations, and learning technology then you might be a candidate to join our team. Inline Computer & Communications is looking for both full time and part-time engineers who can hit the field running and join our mission to bring the best possible customer service to our clients.

Come work for a flexible, fast-growing company that offers a strong compensation package, state-of-the-art IT management tools, and has a real can-do attitude towards our customers, vendors and staff. We use a team approach so you will always feel confident in the day-to-day IT battles.

We have over thirty years of experience servicing SMBs in Eastern Washington area. If you are ready to be part of something big, contribute in a team environment, and help build fast-growing local businesses that have heavy IT demands, please submit your resume below.

GENERAL SUMMARY:

The Support Systems Engineer is responsible for handling initial customer requests in the form of tickets, providing technical assistance and support for incoming concerns and issues, and run diagnostic test to resolve problems. This relates to all technology, including: firewalls, servers, networks, vendor specific hardware, workstations, printers, and software.

Essential Duties and Responsibilities:

• Ask educated questions and listen to customers to determine root cause of issues
• Monitor and respond quickly and efficiently to requests received through the IT helpdesk
• Report significant and recurring issues to the tier-2 support team
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Run diagnostic tests to resolve problems
• Respond to customer queries by phone and email
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.

• Service awareness of all organization’s key IT services for which support is being provided
• Typing skills to ensure quick and accurate entry of service request details (45+ WPM)
• Degree in IT, Computer Science, or related field (either completed or in-progress)
• Self-motivated with the ability to work in a fast-moving environment
• Ability to multi-task and adapt to changes quickly
• Excellent communication skills
• Keen attention to detail, memory of patterns, and interest in problem-solving
• Proven experience as a Help Desk Technician or other customer service role
• Interpersonal skills such as: telephony skills, exceptional written and oral communication skills, active listening, and customer-care
• Ability to diagnose and resolve basic computer/technical issues
• Understanding of support tools, techniques, and how technology is used to provide IT services

Preferred experience with:

• Software deployment technologies (WDS, MDT)
• Remote access technologies (VPN, dial-up, terminal services)
• Microsoft Windows 10 and Server 2012/2012 R2/2016/2019
• Microsoft Office Suite 2010/2013/2016/2019/O365
• Relevant certifications (A+, Network+, etc.)
• Antivirus (Symantec, Kaspersky, Windows Defender, Webroot, Vipre)
• Basic Networking (TCP/IP, DNS, routing, subnetting)

Ideally you will also have:

• Experience in customer service
• Exceptional communication skills

Compensation: DOE

Benefits after 90 days:

• Paid Vacation
• Profit sharing
• Medical