Senior IT Support Engineer
Bellevue, WA

Job Description

Overview

The Senior IT Support Engineer is responsible for provisioning and support of all agency and local IT Services Including administrative tasks, hands-on support, and escalations that directly relate to the resolution of our customer's daily IT experience within defined SLAs.

Will work with third line IT teams as required to maintain service levels and will act as a point of escalationfor the Service Desk.

Responsibilities

* Coach, mentor, and train members of the IT Team in procedures, technical troubleshooting, customer service skills, and WE Worldwide culture.
* Developing professional and technical development of direct reports when assigned. Evaluate employee performance and write team's performance reviews and employee feedback on time when direct reports are assigned
* Act as front-line communications/support for regional internal clients at all levels of organization and communicate ongoing business and client issues with IT services team. Promote and implement IT strategy. Act as an IT information resource regarding local employee, business, and client issues.
* Administration, hands-on support, and the resolution of escalated technical issues that directly relate to our customer's daily IT experience including laptops, desktops, Macs, printers, scanners, webcams, mobile computing devices, and all other peripheral devices. Partner with other members of the IT team as appropriate to solve internal client issues.
* Administration, installation, configuration, hands-on support, and the resolution of escalated technical issues that directly relate to local/regional offices including phone, security, network, server, audio visual, power and air conditioning. Manage troubleshooting through working with vendors and 3rd line as required.
* Manage troubleshooting and resolution of infrastructure outages, security incident response, and emergency response. This may include performing local troubleshooting, vendor outreach, internal escalations, communication, and coordination with the local leadership team.
* Manage IT projects such as office moves / refurbishments, hardware and process roll outs.
* Manage Agency projects as requested. Take ownership for projects segments as required. Manages vendors, negotiating best price and following process for quote, approval and payment.
* Provide call coverage for Service Desk and act as first and second-tier support for Agency employees. (e.g., user visits, walk-ins, Service Desk requests). Support Agency clients and client events both on and off site as required.Promote and implement IT strategy and act as information resources for technology services and business and client issues. Bring back regional user-base issues to the IT team.
* Record all incidents and tasks into ITSM software. Record new assets and track movements and re-assignments of existing assets using ITSM software.

Qualifications

* High School Diploma required, Associates or bachelor's degree in related field preferred.
* 5+ years supporting technology in a fast-paced environment with direct customer service experience
* Experience in selecting methods and techniques for obtaining solutions for varied and diverse special projects.
* MCSE Certification preferred, other preferred certifications include: MCSA or A+, ITIL, Certificate, MCITP, Security +, NET+, OSX certs
* Proven ability to support an IT Service Desk.
* Proven ability to support enterprise OS (Windows and OSX) and application issues effectively
* Experience with ITSM Administration skills, preferably Service Manager preferred but not required.
* Prior experience in a global technology environment preferred.

Equal Opportunity Statement

Equal Opportunity: WE provides equal employment opportunity and does not discriminate against an employee or applicant because of age, race, color, religion, gender, national origin, veteran status, disability, sexual orientation, gender identity, marital status, or other legally protected class status.

Diversity and Inclusion: WE values a diverse and inclusive workforce and is committed to creating a workplace where everyone thrives. We promote an atmosphere in which diversity of people and ideas are welcomed and valued. Diversity includes differences in race, religion, gender, age, lifestyle, ethnic background and sex