Helpdesk Specialist II

Position Title: Helpdesk Specialist II

$45,000 to $75,000 annually DOE

Comprehensive health benefits include: medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, quarterly performance bonus, training, career growth and education reimbursement programs.

Company Background

Everyone deserves the best internet possible, and that's the refreshingly great experience we're creating at Ziply Fiber. We're bringing fiber to more than one million homes and businesses across the broader Northwest. By pairing brilliantly fast internet with customer choice and control, we're making it simple and easy for you to connect to the things that matter most to you. Ziply Fiber is based in Kirkland, Washington, providing communities across Washington, Oregon, Idaho, and Montana with fiber internet in addition to streaming TV, privacy products, and phone service as well.

Job Summary

The Helpdesk Specialist II will be responsible for supporting Tier 1 staff, desktop hardware, software, phones, and peripherals, applying advanced technical knowledge to identify and resolve complex problems. This position will be responsible for the integrity and support of a variety of IT related systems.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

• Provide remote and onsite advanced troubleshooting support to end users

• Perform Windows Server installation, configuration, and maintenance

• Complete proactive and reactive maintenance of servers and workstations

• Serve as a mentor and provide training as needed to Level I Helpdesk Specialists

• Leverage IT tools to automate tasks

• Ensure proper recording, documentation, and closure of incidents and requests

• Follow up with customers, provide feedback and see problems through to resolution

• Troubleshoot user authentication issues

• Create/ Modify Active Directory and Exchange objects

• Maintain integrity of internal IT systems

• Develop end user training documentation to support a self-service approach

• Utilize excellent customer service skills and exceed customers' expectations

• Preserve and grow your knowledge of IT procedures, products, and services

• Troubleshoot network connectivity issues for onsite and remote staff

• Develop reports, draw conclusions, and suggest process improvements based on trends from data in the incident tracking system

• Provide 24/7 on-call support in a weekly team rotation

• Perform other duties as assigned

Qualifications:

• 4 years of desktop support experience in a fast-paced environment of 500+ client computers

• Experience with Windows Server, Windows OS & Mac OSX

• Experience with SCCM

• Experience with O365 and Exchange

• Experience with Windows Active Directory

• Experience with process improvement

• Experience developing training documentation

• Experience supporting remote users

• Experience with ITIL approach to incident management

• Intermediate Knowledge of Windows 10 desktop operating system

• Understanding of how Active Directory and Exchange are integrated

• Advanced troubleshooting of MS Office suite

• Intermediate understanding of computer networks (LAN, WAN and computer networking)

• Ability to work on-call and flexible hours as needed

• Ability and a desire to stay knowledgeable in new and changing technology

• Self-motivated to identify issues and develop appropriate resolution

Knowledge, Skills and Abilities:

• Ability to work independently and apply sound judgment and reasoning skills to a variety of situations

• Ability to multi-task and collaborate effectively with other personnel to meet deadlines

• Strong verbal and written communication, attention to detail, and organizational skills

• Ability to work within critical deadlines

• Ability to adjust to rapidly changing priorities and schedules

• Ability to provide excellent customer service

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment and Additional Information

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.