IT Support Technician (On-site)

Pay Rate: $25.56/hr. Dependent on experience

Shift: TBD. Weekends are required.

Position Type: Full Time, Non-exempt

Note: This is an on-site role in Snoqualmie, WA.

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Starting salary range of $25.56/hr. - $26.83/hr., depending on experience, with opportunities for annual performance-based increases.
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

PURPOSE

To answer team members first call for assistance. Direct IT service requests to appropriate Information Systems personnel and provide instruction to use the computers peripherals and standard supported software applications.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Responsible for logging, troubleshooting, diagnosing, assigning and tracking all calls and requests that come into the Help Desk.
• Responsible for facilitating the problem-solving process between the user and IT staff to facilitate expedient problem resolution.
• Responsible for following up with users on resolved issues.
• Responsible for escalating issues as appropriate.
• Provide end user support of hardware and software systems. This position supports systems in the Gaming, Operations, and A/V environments.
• Maintain department documentation:
• Create, review and update problem and solution documentation.
• Create, review and update procedures and processes as required.
• Maintain files for IT service requests.
• Ensure proper protocols are followed for all submitted requests.
• Track application and system documentation, as well as training materials.
• Monitor the Help Desk database and be responsible for making sure all work orders are assigned and handled according to Help Desk procedures.
• Effectively train users to maximize the use of their systems.
• Other duties and responsibilities as assigned.