Help Desk Tech
Seattle, WA

Job Description

Funko Overview

Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.

But what does Funko do?

Funko is a purveyor of pop culture, making and selling license-focused collectibles. We're based in Everett, WA where we have a store that delights kids of all ages (kids at heart included). We currently hold hundreds of licenses for franchises ranging from Marvel to Harry Potter, giving us the rights to create tens of thousands of characters-one of the largest portfolios in the pop culture and collectibles industry. We take your favorite characters and turn them into adorable, or sometimes scary, collectible figures. Our most famous line, Pop! Vinyl, has millions of fans around the world.

As a Tier II, this role will primarily focus on fielding complex and escalated end-user IT trouble tickets, involving multiple software and hardware issues. This role is responsible for ensuring the health of our end users' IT assets and their consistent availability and uptime. This includes the ability to manage support-related work, assist on projects and perform problem resolution for various software and system components. The position will also be responsible for interfacing with business teams in support of projects and providing general knowledge of the enterprise applications.

Your Superpowers in Action

* Provide both Tier 1 and 2 level support across multiple locations
* Manage Active Directory and troubleshoot issues within the system
* Analyzing specific hardware configurations and propose replacement solutions for end-of-life hardware
* Diagnose, root cause analysis and resolve technical hardware and software issues
* Partner with the development team to resolve larger issues
* Research questions using available information resources
* Document standard help desk procedures
* Log all help desk interactions in the ticketing system
* Identify and escalate situations requiring urgent attention
* Track and route problems and requests and document resolutions
* Migration of data between systems

Must-Have Superhero Gadgetry

* 4+ years of progressive customer service, customer support, and advanced technical troubleshooting experience required
* 4+ years of experience with Microsoft Windows
* 2+ years of Active Directory, Microsoft Exchange Server
* Ability to work collaboratively in a team environment
* Strong customer service skills
* Excellent verbal and written communication skills
* Excellent organizational and time-management skills
* Must be dependable with a great work ethic, demonstrate initiative, ownership of issues, and exceptional attitude
* Highly flexible, adaptable, and able to deal with uncertainty in an extremely high-paced environment
* Must be a people person with strong ability to resolve both technical and non-technical problems
* Ability to independently manage IT software platforms
* Knowledge of TCP/IP networking and Server architecture
* A+, CCNA, MCP certified candidates are preferred