IT Support Technician

at  Fungi Perfecti

POSITION SUMMARY:

We are looking for an IT Support Technician to provide fast, accurate, and useful technical assistance on computer systems while maintaining a cordial interaction with the user. You will answer queries on basic technical issues and offer advice to solve those issues. When appropriate, you will take the opportunity to teach and encourage systems knowledge growth within the userbase.
An excellent IT Support Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient when dealing with customers who may be frustrated, anxious or stressed, or who have difficulty with fundamental technology or resource changes. The successful candidate must possess the ability to prioritize requests and seek elevated assistance when appropriate.
This position is a full-time, non-exempt position and reports directly to the IT Support Supervisor. The main office is located in Tumwater, WA. Work schedule is Monday through Friday, 8:00 am to 4:30 pm but may be asked to work an altered schedule on occasion. This position is non-exempt and therefore eligible for overtime payment. Local travel to other Company locations and training seminars will be required from time to time. Responsibilities herein represent typical elements and criteria considered necessary to perform the job successfully.

QUALIFICATIONS

• Six (6) or more months of proven experience as a Helpdesk or Support Technician or other customer support service or production-based role.
• Tech savvy with working knowledge of Window/Mac, IS automation, databases and remote device control.
• Good understanding of computer systems, mobile devices and other technologies.
• Basic understanding of enterprise networks.
• Well versed with remote desktop applications and help desk software.
• Ability to diagnose and resolve basic technical issues following the IS OSI Model.
• Advanced proficiency in English listening, speaking, reading, and writing skills.
• Strong customer-orientation, level headed, organized, and a team player.
• Ability to prioritize and handle several open issues at one time.
• Required Certifications (or able to obtain within six (6) months): Any CompTia+ or Microsoft Technical Certifications.
• Must possess and maintain a valid driver’s license and safe driving record.
• Associates degree or post-secondary certificate in IT/Network Administration is preferred.

PHYSICAL & MENTAL QUALIFICATIONS

• Ability to lift and carry up to 50 pounds on an infrequent basis. Team lifting is encouraged for weights over 50 pounds for safety reasons.
• Ability to sit for prolonged periods of time when required.
• Ability to stand for extended periods when performing work in the field.
• Ability to listen and comprehend simple to complex instructions or directions.
• Ability to communicate information and ideas in speaking so others will understand.
• Ability to read and understand information and ideas presented in writing.
• Ability to communicate information and ideas in writing so others will understand.
• Ability to apply general rules to specific problems to produce answers that make sense.
• Ability to concentrate on a task over a period of time without being distracted.
• Ability to see details at close range (within a few feet of the observer).
• Ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
• Ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Ability to work independently with minimal supervision.
  Wage Range: $22.00 - $29.76 per hour
  The Company’s pay range for this job is published in compliance with the State of Washington ‘s Equal Pay Opportunities Act and is not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with labor market data, or other applicable law.
  For information about our benefits, please go to https://fungi.com/pages/fungi-perfecti-llc-summary-of-benefits
  Fungi Perfecti, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, genetic information, national origin, disability, or veteran status.
  * The Company is unable to provide assistance to those seeking authorization to work in the US.*
  * The Company uses the BambooHR human resources information system to administer our applicant tracking process. We are not able to respond to follow-up inquiries outside of BambooHR.*

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or via the ticketing system; informs IS Support Lead as appropriate.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions following the OSI model to provide immediate support.
• Determine the best solution based on the issue(s) and details provided by customers by following the company’s IS methods and actions.
• Walk the customer through the problem-solving process and educate whenever possible.
• Direct and escalate unresolved issues/requests to the next level of support personnel with accurate information in a timely manner.
• Provide accurate information on IT products, services or resources provided by the Company.
• Record/document events, requests, or problems and their resolution in the Company’s IS KB/Ticketing System.
• Test fixes to ensure problem has been adequately resolved. After resolution is in place, follow up to ensure IT systems are functional.
• Follow-up and update users on the status of their tickets or information requests.
• Provision computer hardware and computer accounts for new employees.
• Identify and learn appropriate software and hardware used and supported by the Company.
• Formally communicate feedback or suggestions provided by customers to the appropriate internal IS team.
• Identify and suggest potential improvements relating to procedures, forms or policies within the IS or IT Department.
• Interact with customers and staff at the technical level, as required.
• Other duties may be assigned to meet emerging business needs.