Job description

The successful candidate will provide pc and network systems support for the Seattle, Boise, and Oakland Employee Benefits Consulting Practices. The job is based in downtown Seattle. The successful candidate will provide remote support to mobile users and to the Boise and Oakland offices with occasional travel to those locations and as well as an off-site data center.

We support approximately 60 servers and 150 users. We have a Windows server and workstation environment. We are standardized on HP servers and desktop PCs and ThinkPad notebook PCs. We have a 7x24 operation with many client- and participant-facing websites and an interactive voice response system.

This position is a crucial part of our IT Team. The IT Help Desk Technician is the "face" of IT to our end-users. The end-users' overall satisfaction with IT systems and services are all based on the how well the IT Help Desk Technician interfaces with them and solves their IT issues. Help desk requests come in through a help desk ticket system as well as on the phone and the occasional walk-up help request. The IT Help Desk Technician can seek assistance from or escalate a help request to a Network Administrator.

IT certifications and study that enhance the employee's ability to work in our computing environment are encouraged and rewarded. We pay for study materials for approved programs and for exam fees for passed exams.

The hours for this position are: 9am to 6pm. There will be some paid overtime for after-hours and weekend work.

Responsibilities

70% - Direct User Support of 150 users:

• Help local, remote and mobile users with PC, printing and LAN, WAN and mobile connectivity issues.
• Support Blackberry users and wireless internet cards.
• Troubleshoot and solve software and hardware problems.
• Set up new PCs.
• Do workstation installations of software using Ghost Enterprise.

15% - Hardware Maintenance:

• Repair, maintain and upgrade PCs.
• Do printer troubleshooting and open maintenance tickets for repairs.

15% - Network & Systems Administration:

• Complete assigned network administration tasks (assign rights, space restrictions, time restrictions, set file attributes, group membership, etc.).
• Set up new users on the network domain and in Lotus Notes.
• Keep documentation and wiring maps up-to-date.
• Run backups & restores.

Qualifications

Skills/Knowledge:

• Enthusiastic and helpful attitude. Ability and desire to learn new skills.
• Strong analytical capabilities and attention to detail
• Demonstrate solid organizational skills, balancing and prioritizing multiple projects
• Ability to work in a team environment and individually
• High integrity and discretion to ensure the confidentiality of sensitive client data
• Strong verbal and written communication skills, with an emphasis on customer service
• Working knowledge of Microsoft® Word and Excel; experience with Microsoft Access a plus
• Willing to pursue exams with ASPPA (progress toward or current designation is a plus)
• Basic project management skills
• Ability to self-motivate and meet goals
• Ability to solve problems efficiently while being innovative and creative

Education

• Bachelor's degree or equivalent experience (a degree in Mathematics, Statistics or other analytical field will be considered a plus)

Additional information

Minimum Qualifications:

• Excellent communications skills both verbal and written
• Ability to interact well with all levels of staff from clerks to senior management
• Associates degree in Information Technology or related area of study (or equivalent work experience)
• 2 years PC hardware troubleshooting and software support experience
• Experience with Windows2000 and Windows XP desktop operating systems
• Experience with Office2003/Office2007, Lotus Notes, Backup Exec and ArcServe
• Prefer experience with Windows2003 Active Directory, PointSec, Visio, Checkpoint client software, Innoculan/ETrust, Symantec Anti-virus, Adobe applications, and Ghost Enterprise
• Must be able to lift 75 pounds.
• May at some point be added to the after-hours pager rotation schedule. (There is additional compensation for carrying the after-hours pager.)

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