IT Helpdesk/Support Engineer

Position Overview

Security Innovation is looking for a IT Helpdesk/Support Engineer to help manage, maintain and improve our help desk processes and team. Like many technology companies we've grown quite a bit over the last few years and being experts in technology and performing network security and architecture assessments ourselves we've been able to build and maintain a great network that we can stand behind (literally). However, we're taking the next step in organizational maturity in hiring a full time dedicated IT Helpdesk/Support Engineer to support our end user base and provide enthusiastic service and help roll out key initiatives such as Computer Management, MFA, VPN, and end user collaboration tools.

Location: Seattle, WA

What you’ll do:

Assist in creating a culture of “putting the end user first” by educating, documenting and provided enthusiastic customer service. This will include:

  • Serving as the first point of contact for end users seeking technical assistance over the phone, email or through our service desk
  • Performing onsite and remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Walking the customer through the problem-solving process
  • Directing unresolved issues to the next level of support personnel
  • Providing accurate information on IT products or services
  • Recording events and problems and their resolution in the service desk
  • Ongoing contact with the customer and ensuring that follow up tasks and resolution has been accomplished
  • Passing on any feedback or suggestions by customers to the appropriate internal team
  • Identifying and suggest possible improvements on procedures

Requirements

  • Proven experience as a help desk technician or other IT support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent written and verbal communications skills
  • Customer-oriented and cool-tempered
  • 3+ years of IT Helpdesk/Service Desk experience

Technical Qualifications

  • Previous working experience with;
    • Active Directory
    • SAML providers such as Okta, OneLogin or other.
    • 2 Factor authentication services
    • GSuite and/or Office 365 user management
    • Basic network LAN/wireless troubleshooting
    • Intermediate to expert working knowledge of Apple MAC’s
    • With VoIP phone systems such as 8x8, RingCentral, Zoom
    • With business applications such as Salesforce, Intacct, Box, Google Drive and other common end user tools

Relationships

  • Accountable to: Director of IT and Compliance
  • Responsible for: IT Helpdesk/Service desk
  • You should be approachable by anyone in the company, and open to feedback

Please submit your resume by email to: jobs@securityinnovation.com.