IT Help Desk Technician

Job Locations US-WA-Seattle Job ID 2024-5863 Overview Charlie's Produce - Who We Are Charlie's Produce is a privately owned wholesale produce company. We are the largest privately owned produce wholesaler on the West Coast, and we are growing. The secret to our success in this industry is PEOPLE We strive to hire the best and we reward them with a working environment that fosters loyalty, stability, innovation, and growth. Charlie's was founded in quality, and we are proud that it is still our focus. With a team of dedicated people who are passionate about food, supply chain, and their community we are looking for likeminded individuals to help further our goal to enhance our communities through quality produce. What we offer: An amazing company culture Medical/Dental/Vision on the first of the month following hire. ESOP (Profit Sharing) and 401(k). Paid vacations, paid holidays. Pre-tax commuter benefits, and onsite parking. Coverage under State Sick Leave. 100% Prepaid College Tuition for employees and their dependents. Employee assistance program (EAP). Additional Compensation Details: $26.00 - $31.00 per hour Dependent on Experience and Location of Role Potential 90-day performance-based raise Yearly review with possibility of increase based on performance and tenure. Responsibilities The Role IT Help Desk Technician We are looking for a skilled person to provide reliable, skilled, and thorough technical assistance on computer systems. This role requires a strong understanding of various IT systems, hardware, software, and network troubleshooting. The right person will not be afraid to hop on the phone or interface in person, depending on the need, with our in-house employees to resolve or escalate their needs accordingly. Success in this role will require strong customer service skills, good technical knowledge, and clear communication to effectively understand the problem and explain its solution. Essential Responsibilities Include, but Not Limited To Serve as the first point of contact for internal customers seeking technical assistance via phone, email, and computer chat. Provide advanced troubleshooting and technical support for hardware, software, and network-related issues. Perform remote and physical troubleshooting through diagnostic techniques and with asking pertinent questions. Determine the best solutions based on the issue. Walk the internal customer through the problem-solving process while practicing patience and courtesy. Assist end-users by answering questions and guiding them through the problem-solving process, ensuring excellent customer service and clear communication. Escalate any unresolved issues to the correct team member as necessary. Provide accurate information on IT products or services as requested or refer the request to the proper team member. Record events and problems and their resolution in logs. Escalate reoccurring issues found based on the incident logs to the correct team member. Follow-up and update internal customer with the status of their request if needed. Pass on any feedback or suggestions by internal customers to the appropriate team member or manager. Identify and suggest possible improvements on procedures and processes. Manage Help Desk tickets in a timely and courteous manner. Perform follow-up customer service to ensure issues are fully resolved. Ability to lift and move computer equipment up to 50 lbs. Will require on-call support and occasional after-hours work to resolve critical issues. Qualifications Required Qualifications, Skills and Experience Associate's degree in Information Technology, Computer Science, or a related field; or eq