COVID NOTIFICATION: We are still providing full-scale remote and onsite support for our clients. Our team, the equipment, and the HDCav Help Van are all operating in accordance by the strictest health protection guidelines. Help Desk Cavalry is committed to the safety of your team as well as ours.

Help Desk Service Technician

Immediate Opening for Help Desk Service Technician

Accepting applications from potential candidates who live in Kitsap County, WA and who are available to work in Bremerton, WA or Bainbridge Island, WA.

General Summary

The Service Technician’s primary responsibility is to ensure client satisfaction through issue resolution. Client satisfaction is measured by adherence to Service Level Agreements (SLAs) and the ratings of client satisfaction surveys. The Service Technician is responsible for handling first level support of IT service requests. This relates to all technology, including workstations, servers, cloud services, printers, networks, and vendor specific hardware and software. Only local applicants need apply.

To Apply

Send your resume and an explanation of why you want to work at HDCav to Jobs@HDCav.com.

Essential Duties & Responsibilities:

  • Provide technical support for Microsoft related technologies:
    1. – Windows Server and Workstation OS, Office 365, SharePoint, etc.
  • Provide technical and Vendor support for all types of client Line of Business applications
  • Provide hardware technical support for Computers, laptops, printers, access points and other miscellaneous peripherals
  • Provide technical support for backup solutions and disaster recovery
  • Create and Maintain system documentation and instructions in the remote management software
  • Provide accurate documentation of notes and time spent using the remote management software
  • Communicate clients with timely and periodic updates on:
    1. – Incident progress
    2. – Notification of impending changes or agreed outages
    3. – Accurate time estimates for resolution
  • Provide Cheerful assistance to the client for any issue, even for mundane or simple problems
  • Articulate technical information clearly and simply to non-technical people
  • Be a Team player, enjoy sharing information and help other Team members achieve team goals
  • Research and ask for technical expertise from other team members
  • Escalate Service Request tickets to the Help Desk Senior Engineers
  • Understand that the success of individuals is measured by the success of their teams
  • Learn new technologies through research and the use of self-study materials
  • Complete required training on time as required
  • Present and always convey a Professional appearance

Knowledge, Skills, and/or Abilities Required:  

  • IT-related degree and / or professional IT Certifications and / or equivalent experience
  • Interpersonal skills: Professional telephone and written and oral communication skills, active listener and customer-care oriented.
  • Ability to effectively communicate to a diverse group of directors, managers, vendors, clients and personnel at all levels
  • Ability to clearly convey information in non-technical terms with professionalism and confidence
  • Ability to troubleshoot technical issues by interpreting and understanding the nature of the request
  • Ability to troubleshoot and think analytically and be a methodical problem solver
  • Technical awareness: ability to match resources to technical issues appropriately
  • Ability to multi-task and adapt to changes quickly
  • Service awareness including ability to coordinate effort with the Project Team
  • Typing skills to ensure quick and accurate entry of service request details
  • Highly self-motivated and a self-starter
  • Be able to follow direction with keen attention to detail
  • Possess strong organizational and analytical skills
  • Ability to work in a fast-moving environment
  • Demonstrated ability to be punctual and regular attendance

Requirements:

  • Valid US drivers license with past driving record meeting company insurance requirements
  • Ability to travel to client location is required

Credentials & Experience:

  • Minimum High School Diploma, GED or equivalent experience
  • Preferable 1-year experience – Workstation / Laptop Hardware and Software Technical support
  • Preferable 1-year experience – Office 365 and Mobile Messaging Technologies Support
  • Preferable 1-year experience – Server Hardware Technologies Support
  • Preferable 1-year experience – Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
  • Preferred certifications: CompTIA A+, CompTIA Project+, CompTIA Network+

To apply:

Send your resume and an explanation of why you want to work at HDCav to Jobs@HDCav.com. We’re looking forward to hearing from you!