Help Desk Administrator II

We are continuing to grow! We are currently accepting applications for an upcoming Help Desk Administrator II position at our Sumner location. Help Desk Administrator II Location(s): Sumner, WA Job Type: Fulltime; Non-Exempt Benefits Medical (free employee-only coverage and low-cost options available) Dental, Vision, Prescription Life and AD&D Insurance Company Sponsored 401k with Employer Match Employee Assistance Program Wellness Program Tuition Reimbursement Employee Discounts 8 Paid Holidays plus closed (with pay) for a week during the winter break! 15 days per year accrued Vacation/Sick time. Accrued time is available to use immediately! Pay Range: $28.85/hr - $40.87/hr Position The Help Desk Admin II provides internal IT support for the company and serves as an escalation point of contact for the IT organization. Admin will: Responds to end-user phone, email, chat, or ticket requests for support to resolve basic computer, application, system, device, access, or performance issues Utilizes product information or solution database to research, troubleshoot, and deliver solutions Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed Documents incidents using help desk systems or tools Escalates problems to appropriate levels or teams to achieve issue resolution May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality Preferred Qualifications: Must be able to follow documented instructions and escalations Strong organizational and time management skills Knowledge of PC imaging and deployment techniques Basic Active Directory knowledge Troubleshooting connectivity and other network issues across a WAN Ability to work in a team and independently User-oriented and customer-centric focus Excellent interpersonal skills Troubleshooting common issues independently and analyze/solve common issues using critical thinking with minimal guidance Acts on routine customer queries effectively and in some difficult situations with management guidance Diagnose and resolve hardware issues for standard devices. Can troubleshoot and resolve issues with standard software applications (e.g., ERP, Microsoft AD, ServiceNow) Takes ownership of assigned tasks, working independently to address issues and drive solutions, demonstrating understanding of immediate issues (including business impact) Communicate technical information clearly and proactively to non-technical users Can create and maintain knowledge-based articles on common issues. Understand additional documentation procedures Identify and report potential security risks Prioritize tasks effectively and manage workload efficiently. Proactively seeks management guidance for task prioritization Education: Associate degree (A.A.) or equivalent from a two-year college or technical school. A combination of related experience and/or training may be used in lieu of education. Preferred Experience: Two years of related experience Proven experience as a help desk technician or other user support role Experience with Network cables; test, troubleshoot, and terminate network cables Good understanding of computer systems, mobile devices, and other tech products Additional Eligibility Qualifications Certificates, Licenses, or Registrations: A+ Certification and ITIL Certification Computer Skills Strong knowledge of PC hardware and software - installing, configuring, diagnosing, and troubleshooting. About Us For over 30 years SEKISUI