Computer Science New Grad Jobs in Spokane, WA (NOW HIRING)

Job Summary:
NEFCO is seeking a motivated and experienced IT Customer Experience Analyst to join our IT team. This role acts as a critical escalation point, handling advanced technical issues and supporting core infrastructure, while providing comprehensive remote and onsite support to all company locations and colleagues.
Responsibilities:
• Advanced Technical Support & Escalation
• Provide Tier 2 help desk support, serving as an escalation point for the Tier 1 team.
• Perform advanced diagnostics, testing, and repair of complex hardware and software issues on devices including desktops, laptops, printers, phones, and mobile devices.
• Take ownership of escalated support requests from the Tier 1 team and see them through to resolution.
• Utilize remote control software to efficiently assist off-site staff and colleagues at branch offices.
• Support key business software including the Microsoft Office suite, Epicor Eclipse, and Adobe Products.
• Mentor and assist Tier 1 technicians with challenging issues to foster team skill development.
• Advanced Service Request & Incident Management
• Act as the first point of contact for all incoming IT support requests.
• Triage, prioritize, and manage multiple colleague inquiries simultaneously in a fast-paced environment.
• Document all support issues, user communications, and resolutions comprehensively within the IT ticketing system.
• Escalate complex issues to other IT teams as appropriate, ensuring a smooth hand-off.
• Hardware & Software Lifecycle Management
• Deploy new hardware systems and software applications for new hires and as part of employee upgrade cycles.
• Configure and deploy company-approved mobile devices to colleagues.
• Assist with the tracking and management of IT hardware and software inventory.
• Contribute to the efficient and proper disposal of retired or expired hardware in accordance with company policy.
• Service Delivery & Documentation
• Deliver an outstanding and professional customer service experience to all Tiers of the organization, from entry-Tier to executive leadership.
• Maintain clear, timely, and professional communication with end-users regarding the status of their requests.
• Create and maintain documentation for technical processes, findings, and resolutions.
• General Duties
• Participate in a rotating on-call schedule to provide after-hours support.
• Adhere to all IT policies and procedures.
• Perform other related duties as assigned.
Qualifications:
Required:
• Ability to occasionally travel to other company sites within driving distance (mileage will be reimbursed).
• Must be able to handle multiple inquiries and requests in a fast-paced environment.
• The ability to occasionally lift and move equipment and boxes weighing up to 40+ pounds.
Preferred:
• Experience: A minimum of 4 years working in a Desktop Support or similar IT support role.
• Education: Bachelor’s degree in computer science, Information Systems, or a related field; or an equivalent mix of an associate's degree and/or additional relevant IT experience.
• Technical Skills: Proficiency with Windows Operating Systems.
• Experience with VoIP systems and current mobile devices (iPhone & Android).
• Experience with ticketing systems is required.
• Experience with Dell business-class hardware, HP/Zebra printers, Mitel phone systems, and Epicor Solar Eclipse is considered a plus.
• Experience with Active Directory and Group Policy Management.
• Working knowledge of Office 365 Enterprise suite (Exchange, Teams, SharePoint, MFA).
• Experience with Freshservice or other ITSMs.
• Professional Skills: Excellent verbal and written communication skills, strong problem-solving abilities, and meticulous documentation habits.
• Proven ability to work effectively both independently and as part of a team.
• Preferred Certifications: IT Certifications such as A+, Network+, Security+, CCNA, or CCENT.
Company:
NEFCO provides construction materials, tools, and related services to professional contractors across multiple trades. Founded in 1981, the company is headquartered in East Hartford, USA, with a team of 1001-5000 employees. The company is currently Late Stage.