Job Title: Desktop Support Technician Location: Richland, WA 99354 Duration: 12+ Months
Note: Positions located at the Construction Site (22 miles north of Richland) work a 4 x 10 schedule, M-Th, 6:30 a.m. to 5 p.m. Other work locations may work a 9-80’s schedule, M-F 7:00 am to 4:30 pm with alternating Fridays off. Extended hours as needed.
Position Overview: Client's Waste Treatment Plant (WTP) Project is currently seeking a Deskside Support Technician to join the IS&T team. Performs moderately complex assignments that require initiative and independent judgment in the selection and use of established principles and procedures. Performs a range of work activities in a wide variety of contexts. Plans, schedules and monitors own work within a limited time horizon, using applicable methods, procedures, tools, equipment and standards effectively with only occasional reference to others. Responds to customers’ needs, questions, and concerns in an accurate, effective and timely manner and expedites corrective actions. Works with clients to define timeframe requirements. Performs specific tasks while utilizing established information technology standards and methods, including: • Field customer questions and service requests via calls, voicemail, email, and walk-ins. • Resolve end user IT issues remotely, in person, or dispatch to appropriate IT specialists. • Provide instruction to peers or customers as needed. • Monitor customer issues and IT service delivery via customer calls and on-line monitoring tools. • Escalate support issues to appropriate department IT manager. • Assist with operation of loaner equipment library. • Provides end user support in a fast paced, technically challenging IT environment. • Works at both a construction site and an office environment. • Installs and upgrades software and performs regular maintenance on personal computers and printers. • Documents support and diagnostic activities and accurately resolves and closes assigned trouble tickets by following customer support standards and procedures. • Actively manages customer expectations through effective communications. Makes frequent contact with end users and customers to resolve problems and issues relating to information technology. • Works collaboratively to assist other Service Center and Deskside Support team members, ensuring team performance goals are met. • Spearhead service improvement initiatives, as requested by management.
Basic Qualifications: BA/BS in Computer Science, Information Technology or related field from an accredited college or university, in lieu of a degree, 6 years of progressive, related experience. Possess the legal right to work and remain in the United States without sponsorship. Must be able to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check which includes verification of employment and education. Must be able to obtain a Department of Energy badge for access to the Hanford Site.
Minimum Qualifications: Must be able to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check which includes verification of employment and education. Must be able to obtain a Department of Energy badge for access to the Hanford Site. Experience in an IT Call Center troubleshooting user issues remotely. Strong workstation hardware and software problem solving skills. Diplomatic skills in end user communication. Handle customer interactions in an accurate, effective and timely manner, and articulate ideas in clear & concise reports. Attention to quality, including accurate documentation of work completed. Must be able to work productively with little supervision. Must be able to physically move computers and associated hardware. Related experience includes but is not limited to: Windows workstation hardware and software Workstation imaging techniques and software MS Office and Internet Explorer Networking Infrastructure systems architecture concepts, configurations and standards.
Preferred Qualifications: Experience with automated call center software and multi-line phone systems. Experience using remote deployment tools to install and configure software, remove spyware, troubleshoot hardware and software, etc. Relevant IT certification preferable, such as A+, Network+ or MCP
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $35.00/daily.
