Helpdesk Technician 2

Title: Helpdesk Level 2

Location:  Seattle, WA

Job Type:  Regular Full-Time

What’s the Opportunity?

Our IT team supports 20 regional offices and over 500 staff nationwide. This exciting, and fast-paced position offers candidates the opportunity to support and manage multiple technologies and practice areas in a corporate setting. The Helpdesk Technician’s primary responsibility will be to claim helpdesk tickets as they are submitted, and perform any work needed to resolve the issue(s) therein. The candidate will be responsible for managing their own ticket queue and will respond to and support tickets via email, IM, phone, and in-person visits.

Your role will include troubleshooting hardware & software issues, cloud and on-premise based services, Active Directory requests, common computer problems, and more. Candidates will be tested on their ability to multi-task, prioritize, and troubleshoot. They will prove that they can effectively communicate (verbal and written). Quality note taking and documentation are required in this position and previous MSP (Managed Service Provider) experience is a plus.

This position uses a broad set of technical skills & experience and provides the right candidate with an opportunity to grow upwards. The Helpdesk Technician is expected to work 8:00am – 5:00pm PT. This position will be filled in our Seattle office. This position is a mix between on-site/in-office and remote work.

Responsibilities:

The ideal candidate will have 2-4 years of professional IT helpdesk experience and demonstrate a strong commitment to providing exemplary customer service. This role may occasionally require heavy lifting and/or travel to remote offices.

Experience in the following areas is preferred:

• Supporting users in a mid-to-large company
• Working with a helpdesk ticketing system
• Writing clear, detailed, and accurate ticket notes
• Creating and maintaining documentation and knowledge base articles
• Imaging and deploying computer hardware

Anchor QEA uses Enterprise-based services including but not limited to:

• Microsoft Office 365 Suite of applications
• Microsoft Intune
• SharePoint Online
• On-Prem Active Directory, Azure/EntraID
• Cisco WebEx & Microsoft Teams

Experience supporting these tools and services is essential and should be clearly highlighted in your application materials. The IT Teams uses ConnectWise PSA for the Helpdesk ticketing system in tandem with IT Glue for documentation.

Successful candidates must be comfortable working in a busy, fast-paced environment and understand when to escalate tickets appropriately. This position requires the ability to collaborate effectively with team members to troubleshoot and resolve complex issues, while also independently managing and resolving support requests as needed.

Additional responsibilities include:

• Maintaining accurate daily ticket notes
• Creating and updating internal knowledge base articles
• Delivering strong customer service through phone, in-person/onsite, and written communication

What Are We Looking For? 

Ideal candidates will have the following:

• Bachelor’s Degree preferred
• 2-4 years of experience working on a helpdesk (MSP preferred)
• Pertinent IT Certifications helpful (A , etc)

What Can You Expect? 
A collaborative work environment where we encourage everyone to bring their authentic self. We offer competitive compensation and benefits.  Benefits detailed below.  

Who Are We? 
Anchor QEA provides environmental planning, science, and engineering consulting services with the mission of transforming our environment and communities with integrity and vibe. With more than 500 people in offices across the United States, our collective vision is to be an inclusive, sustainable, and growing environmental innovator making generational impacts. By embodying our core values, we strive to be our clients’ first choice for solving their most challenging problems and to be our employees’ reason to be excited about going to work each morning. Learn more about Anchor QEA at www.anchorqea.com.  

How to Apply? 
Apply online through Anchor QEA’s Open Positions page at https://www.anchorqea.com/careers/careers-open-positions/.  Veterans are encouraged to apply. 

Applicants with a disability, who require a reasonable accommodation for any part of the application or hiring process, may e-mail their request to recruitment@anchorqea.com

Additional Information 
We work hard to embrace diversity and inclusion. As an equal opportunity employer, Anchor QEA is committed to a diverse, multi-cultural work environment. Anchor QEA does not discriminate in employment based on age, race, creed, gender, religion, marital status, veteran’s status, national origin, disability or sexual orientation.  Employment is contingent upon satisfactory results of a comprehensive background check.

Salary and Other Compensation:

• Salary: $69,133 - $76,910
  
• Annual Bonus
• Other potential bonus types: Billable Time Bonus, Spot Bonus, Milestone Anniversary Bonus, Receiving Professional License/Certification Bonus, Peer-reviewed Publication Bonus, Employee Referral Bonus.

Base Level Benefits for Regular Full-Time Positions:

• Healthcare: Medical, dental, vision, basic life and AD&D insurance
• Paid Company and Floating Holidays: 7 paid company and 2 floating holidays annually
• Vacation: 2 weeks accrued paid vacation based on length of service. Vacation may vary by level.
• Sick and Safe Time: 80 hours annually
• Retirement Plan: 401k plan with an employer match * Further information on benefits: https://anchorqea.com/careers/benefits/