Help Desk Support Teahnician

Help Desk Support Technician

Lynden Door Family of Companies

Department: Technology: HDA Team Location: Lynden, WA

ROLE: Monitors the IT Help Desk and provides initial technical assistance to office and plant staff for IT devices and applications throughout the Lynden Door Family of Companies. Provides setup and maintenance of PCs and peripherals deployed to office and plant staff and assumes the role of customer advocate to ensure organizational peers receive the best possible help from the Technology Group and to ensure IT tickets and issues are resolved in a timely manner.

HOURS: Monday-Friday, Day Hours (40 hours/week), additional hours as needed

RESPONSIBILITIES:

• Provide Tier 1+ Helpdesk support through the IT ticketing system for the entire organization.
• Convert outside requests from email, phone calls, Instant Messaging and SMS texts, and in-person conversations to tickets within the Helpdesk ticketing system.
• Provide troubleshooting and repair of issues related to PC's, peripherals, mobile devices, and desktop applications in all offices, warehouse floors, and remote users of the organization.
• Image and deploy desktops, peripherals, mobile devices, and applications for replacements, projects, or new hires.
• Provide end user PC network and VPN connectivity support, including wireless devices.
• Provide basic support for corporate telephone systems (specifically Mitel/ShoreTel)
• Provide basic ERP support for issues involving printers, application locks, and queue.
• Assist with training for basic computer usage and company desktop software.
• Assist with Active Directory group policies to automate administration of PC security and standards.
• Assist with asset management of desktop, laptop, and mobile device inventory.
• Recover, and properly purge user devices as required, wiping corporate data, and retiring assets.
• Maintain a spare inventory of parts and peripherals to use in emergency situations.
• Provide recommendations for replacements or improvements of device assets and applications.
• Document common IT issues and solutions and update the IT knowledge base to reflect them.
• Remind users of IT acceptable use policies and standards
• If required, escalate Helpdesk tickets to IT staff in Tier 2, or beyond to ensure resolution.
• Assist others within the Help Desk & Asset team or the Technology Group to accomplish department goals.
• Other duties as assigned.

QUALIFICATIONS:

• Excellent communication skills, both written and verbal
• Strong troubleshooting and problem-solving skills
• Strong knowledge of Microsoft Office software and services, especially Office365
• Solid Windows based systems (Windows 10/11, Microsoft Active Directory, PowerShell, Windows Server experience a plus.
• Solid understanding of PC hardware including replacing and upgrading parts
• Satisfactory understanding of mobile devices, including iOS & Android
• Satisfactory understanding of IT concepts, practices, and technology
• Basic understanding of networking technologies and TCP/IP communication

REQUIRED EDUCATION OR EXPERIENCE: Associate or Bachelor degree in either Information Technology, Computer Science, or a related field.

TRAVEL: Minimal local travel with occasional trips to branch office locations

REPORTING: IT Help Desk & Asset Manager, Lynden Door Family of Companies

OUR PURPOSE: Honor God in all we do, help people grow & develop, pursue excellence & grow profitably.

OUR VISION: Connecting customer needs to supplier solutions through a network of companies who are market leaders in door & millwork solutions.

#GrowWithUs

This job is Safety Sensitive and therefore is contingent upon a pre-employment drug test including marijuana. Must be 18 years of age to apply.