Help Desk Analyst – Temporary – Seattle, WA

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Provides software and hardware support services to internal users of the organization’s computer systems and IT network. Acts as second level support and resolution resource, including answering questions, providing advice, investigating and troubleshooting, and following up to assist users. Ensures all incidents and requests are analyzed, resolved and reported back within the promised timeframes. Leads and directs Help Desk staff in the execution of their duties.

This is a temporary position with an estimated time of 6 months.

ESSENTIAL FUNCTIONS:

• Responds, analyzes, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance and from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Assists Help Desk Analyst I’s and II’s in solving non-routine or complex software, hardware, and procedure problems or escalating to Tier 3 support staff.
• Leads and directs Help Desk Analyst I’s and II’s in the execution of their duties as well as in small projects undertaken by the Help Desk.
• Consistently creates tickets for managing requests and incidents in Help Desk ticketing system in a timely manner.
• Oversees and directs the performance of Help Desk staff in ticket creation and management of requests and incidents.
• Configures and deploys personal computers, software, and peripheral equipment.
• Creates domain, email and other system accounts as requested.
• Provides training and mentoring to Help Desk Analyst I’s and II’s as appropriate.
• Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management.
• Directs Help Desk staff in implementation and execution of help desk procedure changes approved by upper management.
• Contacts software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes software and hardware documentation and recommendations for other IT staff.
• Develops documentation materials such as steps and screenshots for users.
• Trains users on software and hardware on-site or remotely as needed.
• Contribute technical solutions to the Knowledge Base (KB).
• Improve knowledge of, and ability to operate, all technical support tools and technologies.
• Performs special duties and other projects as assigned.
• Adheres to all company policies.
• Accomplishes all tasks as appropriately assigned or requested.

KNOWLEDGE SKILLS AND ABILITIES:
Knowledge Of:

• Microsoft Operating Systems: client and server
• Microsoft Office 365, especially Outlook, Word and Excel
• FreshService Service Desk and Management Suite
• Palo Alto Cor-tex Anti-Virus
• Mobile Device Support: Android and iOS
• Network and local client printer support
• WiFi configuration and troubleshooting
• Remote and VPN support

Skills and Abilities:

• Strong interpersonal, verbal and written communication skills.
• Strong analytical, problem solving and organizational skills.
• Takes initiative and works independently with attention to detail.
• Contributes to building a positive team spirit.
• Seeks increased responsibility.
• Offers help/training/mentorship to Help Desk Analyst I and II as needed.
• Follows instructions and responds to management direction.
• Follows policies and procedures and upholds company values.

MINIMUM REQUIREMENTS:

This position generally requires an Associate’s degree (A.A.) or equivalent from a two-year college or technical school and four to Saltchuk Marine is an Equal Opportunity – Affirmative Action Employer and a VEVRAA Federal Contractor. We are committed to a diverse workforce and taking affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities and protected veterans. Saltchuk Marine is a drug-free employer and a participant of the E-Verify Employment Verification Program.