Sr Technical Support Specialist (Help Desk) at NORTHWEST PIPE COMPANY in Vancouver, Washington

Job Description:

Get ready to grow with us!
Northwest Pipe Company is the nation’s leading manufacturer of water infrastructure products and with over 50 years of experience, we’re just getting started! Our business is growing, and we’re looking for great people to grow with us. We’re immediately seeking a Senior Technical Support Specialist to join our Northwest Pipe team in Vancouver, WA.

WE OFFER:

• Medical, Dental, Vision, Life, and AD&D Insurance (1st of month after hire)


• Paid Vacation, Holidays, and Sick Time


• Weekly Paycheck


• 401k Retirement Savings Plan with Employer Match


• Bonus Potential


• Tuition Reimbursement 


• Safety Footwear and Eyewear Voucher (day 1 of employment) 


• Employee Assistance Program


• Opportunities for Career Advancement 


• Values-Driven Culture Committed to Diversity, Inclusion, and Safety 

OUR VALUES:

• 
  Accountability is evident when we do what we say we are going to do and people accept responsibility for their actions. We do not point fingers and blame others. We own our actions.


• 
  Commitment is not only promising to do something, but actually investing in the necessary effort and actions to make it happen.


• 
  Teamwork is essential for competing in a challenging and constantly changing business environment. Working together across all job functions is critical to achieving our success.   
  

 

ABOUT THE JOB:

The Senior Technical Support Specialist will troubleshoot and resolve user issues with desktop applications, network connectivity, computer hardware, and peripherals that have been escalated by more junior support staff.  Enter and manage workload in our trouble ticket system.  Administer user-facing systems and productivity tools.  Use remote management tools to diagnose problems.  Provide guidance and mentorship to more junior staff.  Demonstrate technical expertise in one or more areas or systems.

ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES:

• Monitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues for either resolution or escalation in a timely fashion


• Answer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information


• Prioritize issues and task-switch as new requests come in


• Create, remove, and manage permissions of User Accounts within Active Directory and other systems


• Utilize remote monitoring and management tools to address health status issues, errors, and security failures on computers


• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems & applications per company standards


• Review alerts for system health and security, perform in-depth diagnostics to determine severity, and resolve or escalate as needed


• Accurately document resolutions and contribute to knowledge base


• Perform effective root cause analyses and assist the team in creating strategies to prevent repeat issues


• Be available to Technical Support Specialist I & II staff as ultimate point of escalation; answering general questions and providing suggestions to assist in resolving active tickets or assuming ownership over those tickets, depending on skill and ability level


• Assist the infrastructure team in tests and projects where applicable


• Provide subject matter expertise for productivity & communication apps and systems


• Daily interaction with a variety of business unit leaders across the organization, including those at the executive level.


• Regular, reliable and predictable attendance is necessary in order to perform the essential functions of this position. 

SECONDARY RESPONSIBILITIES:

• Perform other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES:

• There are no supervisory responsibilities associated with this position

 

INTERPERSONAL CONTACTS:

• Daily interaction with a variety of business unit leaders across the organization, including those at the executive level.

 

KNOWLEDGE, SKILLS, ABILITIES:

• Advanced understanding of Windows desktop operating systems in a Windows domain environment


• Intermediate understanding of Active Directory, DHCP, DNS, network drives, networking, and connectivity


• Basic understanding of Group Policy Objects and Group Policy Management in a Windows domain environment


• Demonstrable troubleshooting and problem-solving skills


• Exceptional verbal & written communication skills


• Ability to adapt and improvise troubleshooting methods depending on variables


• Exemplary customer service skills


• Ability to communicate effectively with both technical and non-technical personnel


• Experience working with a ticketing system, such as Jira, Zendesk or Freshdesk

 

EDUCATION/EXPERIENCE:

• Minimum High School diploma


• Additional technical education or certification required


• 5+ years in helpdesk or desktop support position preferred

 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Our organization maintains a drug-free workplace. Except where prohibited by state law, all offers of employment are conditioned upon successful passing of a drug test and background check. Northwest Pipe Company is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. Northwest Pipe Company reserves the right to close the position, with or without notice, if a qualified candidate is identified prior to the close date.

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