Helpdesk Associate - Remote

Overview

We are seeking a customer-focused and technically skilled professional to join our technology team as a Helpdesk Associate. The ideal candidate will have a strong background in providing end-user support, troubleshooting hardware and software issues, and assisting with onboarding and technology setup. Proficiency in Microsoft 365 and basic IT troubleshooting is essential, along with excellent communication and problem-solving skills. This role emphasizes responsive and effective support to ensure a seamless technology experience for all employees. This is a one-year contract, with possibility to renew.

In Short

• Serve as the first point of contact for technical support inquiries, providing responsive and professional assistance both in person and remotely.
• This is a hybrid role, requiring regular on-site presence in our Seattle office to support in-office employees, as well as remote work flexibility to provide technical support for offsite and remote staff.
• Conduct in-person troubleshooting for hardware, software, and peripheral issues at the office, ensuring timely and effective resolution to minimize disruption.
• Provide remote technical support for offsite and remote employees, utilizing remote desktop tools and communication platforms to diagnose and resolve issues efficiently.
• Assist with setting up and supporting technology for remote workers, including provisioning laptops, configuring VPN connections, and troubleshooting connectivity or software issues.
• Handle office-based technology needs such as setting up and maintaining workstations, conference room equipment, and shared office printers.
• Accurately document technical issues, troubleshooting steps, and resolutions in the organization's ticketing system.
• Maintain and update the IT knowledge base with detailed guides, procedural documents, and resolution notes to ensure streamlined future support.
• Generate reports on recurring technical issues, identifying patterns and suggesting long-term solutions to mitigate recurring problems.
• Coordinate technology needs for employee onboarding and offboarding, including configuring profiles, deploying hardware, and providing user training.

Requirements

• Strong customer service mindset, with a focus on delivering responsive, patient, and professional support to end-users.
• 1-2 years of experience supporting Windows operating systems in a help desk or IT support capacity.
• Proficiency in diagnosing and resolving technical issues related to Windows OS, Active Directory, Office 365, and basic networking concepts (e.g., DNS, DHCP).
• Experience with remote support tools and techniques.
• Exceptional written communication skills, with the ability to create detailed technical documentation for troubleshooting and support.
• Strong analytical and problem-solving skills with a methodical approach to identifying root causes.
• Technical certifications such as CompTIA A+, Network+, or equivalent preferred.
• Knowledge of ITIL principles for service management preferred.
• Familiarity with technical documentation practices and ticketing systems (e.g. IT Glue, Zendesk) preferred.

Benefits

• Competitive salary commensurate with experience and skills.
• Annual bonus based on company and individual performance.
• Medical, dental, and vision coverage.
• Generous time off including a sabbatical program after 10 years.
• Flexible spending plans for health care, transportation, and dependent care.
• 401(k) plan and educational reimbursements.
• Opportunity to work with modern AI and cloud systems.
• Supportive and innovative work environment.
• Hybrid in-office/remote working approach.
• Diverse and inclusive work culture.