Service Desk Technician

Summary:

 This is an experienced position for providing technical support to employees and customers.  Utilizing primarily independent decision making this individual will, research, respond to, and resolve problems, or will occasionally escalate problems to more senior team members. There is a strong focus on customer service, as this position is the front line for all service requests.  This individual must have excellent verbal and written communication skills.  Relies on experience and judgment to plan and accomplish goals. Performs a variety of difficult tasks.

Responsibilities:

• Manage user physical and logical security (including adds/deletes/changes & audits) for variety of systems.
• Utilize specialized technical skill set to provide hardware, software and network consultation and support onsite and over the phone for internal and external clients.
• Respond to client requests in a timely fashion.
• Independently investigate, research, resolve and document end user problems.
• Provide routine maintenance and troubleshooting of business equipment including, but not limited to, computers, laptops, monitors, desktop phones, projectors, web cams, printers, copiers, and optical scanners by responding to telephone calls, emails, tickets, and other technical support requests. 
• Perform lifecycle replacements of various end user equipment.
• Maintain current expertise in operation and application of standard workstation hardware and software.
• Assist senior-level team members in various infrastructure projects.
• Performs other work-related duties as assigned.
• Ability to lift and carry up to 40lbs of equipment unassisted.

• At Engie, our goal is to support, promote, and thrive on diversity, equity, and inclusion.  We do so for the benefit of our employees, customers, products and services, and community.  ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an equitable and inclusive environment for all employees. 

  We are committed to providing employees with a work environment free of discrimination and harassment.  All employment decisions at ENGIE are based on business needs, job requirements, and individual qualifications.  ENGIE is committed to providing equal employment opportunities regardless of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship, age, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity, or gender expression (including transgender status), sexual orientation, marital status, civil union, or domestic partnership status, military service or veteran status, physical or mental disability, protected medical condition, genetic information, or any other legally protected category (referred to as “protected characteristics”) as defined by applicable federal, state or local law in the locations where we operate. 

  The pay range for this role is: $23.73-40.13 hourly 

  The listed salary range represents ENGIE’s good faith estimate and is based on a wide range of factors, including candidate’s experience, industry knowledge, qualifications, seniority, and location. This position is eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. Additional ENGIE benefits include a 401k plan, paid time off and annual bonus. ENGIE complies with all federal, state, and local minimum wage laws.  

   

REPORTING

RELATIONSHIPS:

Position Reports to:

Manager, US Service Desk

Direct Reports:

none, individual contributor

Career Track:

LOCATION:

• Spokane, WA

JOB FAMILY:

Digital

FLSA CLASS

JOB CODE: ECO985

Qualifications: Net+ Certification or equivalent experience

Education:

• Bachelor degree in Computer Sciences, Technical Certification from an accredited technical school or combination of experience and knowledge considered 2-4 year equivalent education.

Skills/Abilities:

• Applicable Microsoft / CompTIA or equivalent industry certifications preferred.

• 3 to 5 years experience in Technical Support.
• Some Project Management experience desired.
• Broad knowledge of desktop and laptop computer hardware.
• Must be proficient in the use of the Microsoft Office tool set.
• Excellent verbal and written communication skills.
• Excellent customer service skills.

• Ability to work effectively in a team environment.

Work Environment

• Typical office hours are 8:00 a.m. to 5:00 p.m.
• Performing duties during the evening and on the weekend occurs occasionally and as part of an on-call rotation.
• Traveling off-site may be required.
• Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employees.
• Available for On-Call

Required Physical Activities

• Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time.
• Manual and physical dexterity needed to operate a computer keyboard/mouse and handle paper documents.
• Sufficient near vision acuity to read information appearing on computer display screen, in handwritten forms, and printed on paper.
• Adequate hearing and verbal abilities to communicate effectively in person and by telephone.
• Ability to lift and carry up to 30 pounds.