Job Description
Job Description
Overview
Please note: This is a pool position. No guarantee of hours.
This position sits onsite in Wenatchee, WA.
Under the direction of IT Operations leadership, the IT Solutions Technician I provides first-level technical support and performs initial triage for Help Desk requests related to supported applications, systems, and devices. This role focuses on customer service, accurate ticket documentation, basic troubleshooting, fulfillment of standard service requests, and timely escalation of issues that require additional technical expertise.
Position Reports To: IT - Operations Manager
Responsibilities
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Deliver high-quality customer service in a professional, courteous, and respectful manner across all support channels.
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Serve as the first point of contact for all Help Desk requests, performing initial triage and accurately logging incidents in the ticketing system.
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Troubleshoot and resolve basic hardware, software, and system issues; escalate complex or urgent issues in accordance with established procedures.
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Monitor, prioritize, and manage incoming requests (phone, Teams, email, walk-in), ensuring timely response and resolution.
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Document all interactions, actions, and resolutions in the ticketing system and knowledge base to maintain accurate records.
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Follow established IT policies, Help Desk procedures, and escalation workflows; track and follow up on unresolved issues.
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Provide basic support for end-user devices, including PCs, peripherals, and printers, by following standard checklists, imaging processes, and documented procedures.
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Perform routine operational tasks such as reviewing assigned alerts, completing standard follow-up actions, and escalating issues when conditions fall outside established procedures.
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Communicate effectively with users regarding issue status, resolutions, and system updates, ensuring transparency and user understanding.
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Maintain current knowledge of systems, technologies, and processes, and contribute to continuous improvement, training, and team collaboration.
- Performs other duties as assigned.
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.
Qualifications
Required:
- High School diploma or equivalent.
- One year of experience in customer service, help desk support, technical support, or an equivalent combination of education and experience.
- Basic proficiency in computer operations, including keyboarding, email communication, and account/password management.
- Understanding of fundamental troubleshooting concepts for common hardware, software, and peripheral issues.
- Strong customer service orientation with the ability to communicate technical information clearly and professionally to end users.
- Effective verbal and written communication skills.
- Demonstrated problem-solving skills with the ability to follow established procedures, apply standard troubleshooting steps, and escalate issues appropriately.
- Ability to manage multiple tasks, prioritize workload, and adapt to changing demands in a fast-paced environment.
- Strong attention to detail and commitment to accurate documentation and process adherence.
- Ability to work both independently within defined procedures and collaboratively as part of a team.
- Willingness to learn new technologies, tools, and processes to support ongoing skill development.
Desired:
- Foundational knowledge of Windows operating systems, standard business applications, and basic computer hardware.
- Familiarity with Help Desk ticketing systems and the ability to accurately document, track, and update service requests.