IT Service Desk Technician I, (Bellevue, WA)

DreamBox Learning - Bellevue, Washington - Full time

About the Role:

DreamBox is seeking a IT Service Desk Technician I to deliver exceptional Tier 1 technical support to meet the needs of our growing, geographically distributed workforce. The IT Service Desk Technician I position requires candidates that are customer-centric, detail-oriented, and are able to provide effective, empathetic communication with technical and non-technical internal customers at all levels of the business. Ideal candidates find value in helping others, taking ownership of technical problems, and knowing that learning and continuous improvement are lifelong endeavors.

This is an “in office” position that will work in our Bellevue, WA office from Monday to Friday, 8 am to 5 pm, and will report to the IT Service Desk Manager.

What You’ll Be Doing:

  • Provide timely and courteous Tier 1 Service Desk support to our DreamBox users for both Mac and Windows-based systems.
  • Manage incidents and requests using IT ticketing software.
  • Perform onboarding and offboarding of user accounts and IT assets.
  • Clearly and concisely document status and resolution of user issues and requests.
  • Provide on-site and remote assistance to a geographically distributed workforce.
  • Regularly inventory and track IT assets within IT asset management software.
  • Routinely create and update technical documentation for internal processes, procedures, and end-user solutions.
  • Follow-up with customers to ensure resolution and satisfaction.
  • Resolve customer requests and issues within a timely manner.
  • Discreetly and professionally managing privileged or sensitive data.

About You:

  • 2+ years of technical support/service desk experience required; OR Apple/Microsoft certifications
  • Experience supporting end users on Apple and Microsoft products; experience supporting Microsoft Office 365
  • Fundamental understanding of core networking concepts such as IP addressing, DHCP, DNS, Subnets, VPN, ACLs
  • Experience working in an IT ticketing system (examples include Jira ServiceDesk, ServiceNow, SolarWinds); Preferred familiarity with Atlassian product suite including Jira Service Desk (Confluence a plus)
  • Knowledgeable in internal (Active Directory) and external identity providers (Okta, Azure)
  • Experience maintaining technical documentation such as an IT knowledge base
  • Experience with supporting, maintaining, and securing VoIP, video conferencing, internal communication, and collaboration/filesharing systems. (Zoom, Slack, Microsoft Teams, SharePoint, OneDrive)
  • Working knowledge of identity providers, IT security systems, practices, and protocols such as an anti-virus (Sophos preferred), encryption (FileVault and BitLocker), and MFA
  • Some basic scripting experience in Bash, PowerShell or equivalent
  • Experience managing and maintaining an inventory company-owned devices in an IT asset-tracking system
  • Work environment requires someone that can operate independently, navigate ambiguity and be self-directed with their daily tasks
  • This role will be required to be onsite
  • Ability to lift 50 pounds
  • Legally authorized to work in the US

Compensation and Benefits:

Expected base salary range for this position is $27.43 – $34.20USD per hour based on several factors, including experience and geography. This position is also eligible for an annual incentive bonus or sales commission bonus, depending on the role, and benefits that are designed to support you & your family. If you are hired at DreamBox Learning, your final base salary compensation will be determined based on considerations such as geographic location, skills, responsibilities of the role, education, and/or relevant experience. In addition to those factors, we believe in the importance of pay equity and consider the compensation of our current team members as a part of evaluating and extending any final offer.

We are proud to offer employees and their families a comprehensive benefits package:

  • Medical-Dental-Vision
  • Health Care Dependent Care
  • Short & Long Term Disability
  • Life Insurance
  • 401(k)
  • FSA/HSA
  • Paid Time Off - Front Loaded (4 weeks)
  • Accrued Sick Time
  • DreamBox "Hero Days" Volunteer Time
  • Employee Assistance Program
  • 9 Paid Holidays + Annual Winter Holiday Break (Typically the last week of December)

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Role

Engineering

Experience Level

Mid Level

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