Help Desk Technician I
Seattle, WA

Job Description

Overview

Under direct supervision, responds to and diagnoses problems through discussion with users.

Responsibilities

Includes problem recognition, research, isolation and resolution steps. Typically resolves basic problems while referring more complex problems to intermediate and/or senior level. May involve use of problem management database and helpdesk systems. Provides technology support for users primarily in the areas of scientific and web-based applications, as well as back-office applications, desktop workstations, laptops and printers. Specializes in a limited set of supported technologies, which may include Linux, Microsoft Servers or storage management, but generally not all of these for a single individual.

The Help Desk Support Technician I will use a trouble ticketing system to retrieve work from a queue as well as to document procedures used to resolve customer issues. The incumbent may serve in an on-call rotation, but will always have the option to escalate issues to senior staff or supervision. This role will be expected to perform routine meeting setup and takedown.

This position is typically staffed by beginners who have had sufficient educational background and/or experience.

Requirements

Associate's Degree in a relevant course of study plus one year of experience or three years of equivalent experience providing technical support in a complex computing environment. A basic knowledge of current Microsoft Windows workstation configurations as well as a general understanding of troubleshooting technical issues at the physical, network and application layers will be required. Basic understanding of networking technologies in Microsoft platforms and familiarity with CIFS/SMB and Microsoft DFS.

Requires familiarity with Microsoft Office, including Outlook. Valuable, but not required skills include: understanding of Mac operations in a Windows Domain environment, familiarity with Linux System Administration, Linux file permissions and integrating Linux in a Windows environment, familiarity with Apache/Tomcat, bash shell, familiarity with NFS, and familiarity with a commonly available Linux editor such as VI.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.