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Help Desk Technician - (Tukwila, WA)


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Job Title: Help Desk Technician - (Tukwila, WA)
Location: Seattle, WA, West United States, USA
Company: Wilbur-Ellis Company
Industry Sector: Food/Processing
Industry Type: Chemical, Pesticide and Fertilizer
Career Type: Technician
Job Type: Full Time
Minimum Years Experience Required: 2
Salary: N/A
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Description

 

Do you possess at least 2 years' experience in a Help Desk or Service Desk environment? Are you familiar with ERP systems such as JD Edwards? Do you have strong customer focus with a proven ability to listen to customer problems and requests? Are you highly proficient with Help Desk and office communication tools? If you said yes to these questions, we want to hear from you!

 

For nearly a century, Wilbur-Ellis has experienced success and growth in marketing and distributing agricultural products and services.  Join us and grow your career with a strong and profitable industry leader offering competitive compensation, tremendous growth and development opportunities, and a people-first work environment. Come grow with us!

 

General Purpose and Scope of Position:

The Help Desk Technician provides support for all requests about company enterprise and desktop applications from the end user community. These individuals answer general functionality questions and solve intermediate to complex software, hardware, and network related issues. This role will provide advanced support on a multitude of business systems and devices. This role will work under the close supervision of the Help Desk Supervisor and the ESC Manager.

 

Key Skills and Abilities Include:

  • 2+ years of Help Desk, Service Desk, or equivalent experience
  • A high level of customer focus; demonstrated ability to listen to customer problems and remotely resolve outstanding issues in a timely and efficient manner
  • A proven track record of strong problem-solving skills and the ability to think of innovative solutions on the fly
  • High level of proficiency with software application support. Preferably JD Edwards, Okta, and Office 365
  • Solid understanding of ITIL based practices, preferably experienced in ServiceNow or similar ITSM Software
  • Efficient in Windows, Mac, and Android operating systems
  • Fundamental knowledge of Computer Networking, Active Directory, A/V, Telephony, and other electronics
  • An overall understanding of company products, services and related systems (or the ability to quickly acquire)
  • Ability to provide basic to intermediate administration of supporting systems

 

Key Personal Attributes Include:

  • Able to work in a team that operates in a fast-paced environment maintaining great communication with team members and people outside of the team
  • Provide Exceptional Customer Service in all situations
  • Strong analytical skills and problem-solving capability with the ability to work independently
  • Attention to detail while handling multiple tasks and competing deadlines with the ability to organize work based on goals and priorities with minimal supervision

 

Specific Responsibilities and Key Deliverables Include:

  • Utilize the ServiceNow Ticketing System to log, distribute, and escalate all incoming requests following SOP's
  • Research, resolve, and respond to inquiries based on standards implemented and all available information
  • Track Major Incidents to resolution while delivering timely and accurate mass communications
  • Develop and maintain technical instruction sets and knowledge base articles
  • Work to resolve Incidents and Request within the defined SLA's
  • Utilize asset inventory management tool and complete related shipping & receiving duties
  • Build and maintain quality relationships with internal and external customers
  • Maintain a broad understanding of how the IT organization supports the business's needs
  • Install and remove computer equipment with occasional lifting, bending and reaching
  • Available to work early morning, evenings, nights, weekends, and travel or be on call when necessary
  • Ability to drive a vehicle, valid driver's license required
  • Special projects and other duties as assigned by the Enterprise Support Center Manager

 

Compensation and Benefits:

  • Salary commensurate with experience and other factors
  • Full health and retirement benefit offerings (including pension and 401(k) retirement savings plan)

 

Job Code: HELPD03291

To apply please click on APPLY TO THIS POSITION
Job Post Date: 05/14/19
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