Help Desk Technician

About the role

Janicki’s Washington IT Help Desk supports employees across Janicki’s Washington facilities by providing front-line technical support for computers, phones, printers, applications, audio-visual equipment, user workstations, and other workplace technology. The team helps keep office, engineering, and manufacturing operations running by responding to support requests, troubleshooting hardware and software issues, coordinating with other IT teams, supporting workstation setup and moves, and maintaining accurate support documentation.

Responsibilities

• Responds to telephone, email, online, and in-person requests for technical support
• Identifies, researches, and resolves technical problems of moderate complexity
• Installs, troubleshoots, and repairs computer systems and computer equipment
• Documents, tracks, and monitors work using applicable systems and tools
• Collaborates with other teams or departments to resolve user problems
• Helps move computer equipment and set up new computer stations
• Travels to various Janicki locations to provide on-site assistance as needed
• May train, coach, and assist less experienced team members
• Aids others with server and networking hardware installs

Requirements

• Due to ITAR and EAR regulations, applicants must be a U.S. Citizen or Legal Permanent Resident as defined by 8 U.S.C. 1324b(a)(3).
• High school diploma or GED required.
• Ability to read, interpret, and follow blueprints, isometric drawings, work orders, written procedures, and other technical documentation.
• Effective verbal and written communication skills in English.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• A+ certification, Network+ certification, Microsoft certification, or equivalent technical training preferred.
• Experience supporting Windows operating systems, Microsoft Office applications, PC hardware, printers, phones, and common end-user technology preferred.
• Basic understanding of computer networking, account access, endpoint security, and IT support best practices preferred.
• Experience using ticketing systems, remote support tools, software deployment tools, or endpoint management tools preferred.
• Experience creating or maintaining technical documentation, knowledge base articles, or user support guides preferred.
• Previous experience providing IT support in a manufacturing, engineering, aerospace, defense, or multi-site business environment preferred.

Skills

• Intermediate understanding of computer networking and security
• Familiarity with most Janicki systems and their owners
• Ability to take the lead while training newer teammates
• Proactive identification of opportunities for improvement in the computing environment

Benefits

• Medical, Dental, and Vision insurance with employer contribution
• Disability insurance as well as Life/AD&D insurance
• HSA (Health Savings Account) with employer contribution and FSA (Flexible Savings Account)
• 401(k) with employer matching
• Paid time off and paid holidays (including two floating holidays)
• Education reimbursement program