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Desktop Support Analyst - Pallet

Company: Pallet, Square Peg & Weld
Location: Everett
Posted on: May 14, 2022

Job Description:

Job DescriptionSalary: OUR COMPANYPallet is the leader in rapid response shelter villages for people facing personal or natural disaster, and we envision a world where no one goes unsheltered. Our shelter villages provide the dignity of personal space, in a healing community environment. A resource net of on-site social services, as well as food, showers, laundry, and more helps people transition to stability. Pallet is a rapidly growing team, with shelter villages in one of every five states in the U.S., and over 3,000 beds and counting. We're second-chance friendly, hiring and investing in people actively engaged in recovery and reintegration. POSITION OVERVIEWWe are seeking an enthusiastic and service-oriented team member to perform managed client services including, but not limited to: End-user support, Break/Fix, Conference Room Support, Cabling, Deskside Support, Networking Solutions, Disaster Recovery, Relational Database Support, ADFS, Integrations, and Security. This critical role will be responsible for ensuring all our customers receive outstanding and prompt service using your strong technical and problem-solving skills.RESPONSIBILITIESIn the first three months, you will…

  • Learn NetSuite and other critical software to create and track service tickets
  • Learn how to receive all inbound customer service-related inquiries and follow them through resolution
  • Work with ERP Manager to ensure customer service issues are dealt with in a timely manner
    • Use your prior experience to repair, install, and configure IT equipment including end user desktops, laptops, printers and network equipment.
    • Perform software upgrades to desktops, laptops, tablets, and servers.
    • Troubleshoot and resolve server, switches, PoIP, network, VoIP, and access related issues.
    • Perform IDS and implement disaster recovery solutions.
    • Setup and support video and audio-conferencing hardware.
    • Diagnose and resolve problems across Windows, iOS, and Mobile platforms, as well as their software, hardware, and service product lines.
    • Ensure proper documentation and use of the ticketing system.After three months you will…
      • Assume complete ownership of customer issues until resolved.
      • Keep peers and managers informed of significant problems and unexpected delays.
      • Protect organization's value by keeping information confidential. What we are looking for in you:
        • A degree in Computer Science or a related field.
        • 3+ years of experience in technical support (equivalent combination of education and experience will be considered).
        • Demonstrated knowledge of Microsoft Systems (Windows Platform, MS SQL, MS Exchange, WSUS, Active Directory, DC/DNS/DHCP), backup, storage, and antivirus systems and related devices.
        • Experience with network system installation, configuration, and troubleshooting.
        • Experience building AV/video conferencing solutions, telephony systems, messaging platforms, or integrations from Rest, SOAP, Webhooks API.
        • Experience working for a Managed Service Provider and meeting SLA requirements preferred.
        • Exceptional customer service skills.
        • Ability to communicate effectively with a wide variety of people in a professional manner.
        • Ability to multitask and complete assignments in a timely manner with accuracy and minimal supervision.
        • CCNA, A+, Network+, Security+ Certifications strongly preferred
        • CISSP, CCNP, MCSE, ACA, ITIL are a bonus.
        • Must hold a valid driver's license and maintain reliable transportation.BONUS POINTS
          • Experience working directly in homelessness services and/or workforce development programs for marginalized populationsTO DO WELL IN THIS ROLE, YOU NEED TO HAVE THE FOLLOWING CHARACTERISTICS
            • Excellent communication, time management, and administrative skills
            • Skilled at building high trust relationships
            • Honest, transparent, and show integrity in your words and actions
            • Humble, willing to admit your shortcomings and work to overcome them
            • People smart, knowing how to work effectively with diverse personalitiesLOCATION
              • This job is based at our headquarters in Everett, WA.PHYSICAL REQUIREMENTS
                • Prolonged periods of sitting at a desk and working on a computer
                • Walking and standing on hard surfaces routinely for many hours in a day.
                • Ability to lift 25lb occasionallyPeople of color, women, LGBTQ individuals, those with disabilities, veterans, those with working class backgrounds, and those with criminal justice involvement or personal connection to incarceration are strongly encouraged to apply.

Keywords: Pallet, Square Peg & Weld, Everett , Desktop Support Analyst - Pallet, Professions , Everett, Washington

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