Helpdesk Technician
About The Position
The IT Helpdesk Technician will be the first line of support for employees experiencing technical issues. In this role, you'll gather detailed information from end users, perform hands-on troubleshooting, and work toward quick resolutions. When issues fall outside first-tier support, you'll create thorough documentation of the problem and all steps taken before routing the ticket to the appropriate team member. Day-to-day responsibilities include answering incoming support requests, maintaining accurate records in our ticketing system, and resolving hardware and software issues on Windows machines, with occasional work on Mac OS environments. The Advocates are a growing personal injury law firm with branches across the United States. We are dedicated to representing victims of accidents with kindness and respect. Our team genuinely cares about and has empathy for the people who seek our help, and we are driven to get them the best results possible. The PNW branch, headquartered in Seattle, WA has branches in Portland, OR and Spokane, WA and works with clients throughout Washington and Oregon. Our intake team speaks with callers 7 days a week. Learn more about us at our website! https://www.advocateslaw.com/
Requirements
- 1-3 years of IT support experience
- Knowledge of Windows, PC hardware, and basic networking fundamentals (IP addressing , Wi- F i , network troubleshooting) .
- Clear written and verbal communication skills .
- Able to explain technical concepts to business users.
- Ability to work independently and follow problems until fully understood.
- Evidence of self-driven technical learning such as labs, certifications, scripting, or home projects.
Nice To Haves
- Experience with help desk or RMM tools.
- Familiarity with Microsoft 365 admin products (Entra, Intune, Defender, etc.)
- PowerShell or other scripting experience.
Responsibilities
- Provide frontline technical support in person, by phone, and by email.
- Troubleshoot hardware, software, and network issues to resolution and root cause.
- Set up and maintain user accounts, permissions, and workstations.
- Manage hardware inventory and software licensing .
- Document solutions and improve internal processes.
- Take ownership of IT projects and work with stakeholders to implement them .
Benefits
- Medical, dental, vision, 401k, paid parental leave, and charitable time off.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
