Helpdesk Support Technician

If you enjoy technical troubleshooting and supporting others in setting up and maintaining function of their IT devices and applications, consider applying to become a Helpdesk Support Technician with Lynden Door's IT Team.

Role: As an IT Help Desk Support Specialist, your primary responsibility will be to oversee the IT Help Desk operations and deliver initial technical support to our office and plant staff across the Lynden Door Family of Companies. Your role will encompass the setup and maintenance of PCs and associated peripherals for our employees in both an office and production settings. You will also act as a dedicated customer advocate within the Technology Group, striving to ensure that our colleagues receive top-notch assistance and support and ensure that IT tickets and issues are resolved in a timely manner.

Hours: Monday-Friday, Day Hours (40 hours/week), additional hours as needed - in person/in office - Lynden, WA.

Key Responsibilities:

• Ticketing: Working in our IT ticketing system and converting external requests from email, phone calls, IMs, SMS texts, and face-to-face conversations into organized and actionable tickets.
• Troubleshooting: Dive into the technical trenches, tackling issues related to PCs, peripherals, mobile devices, and desktop applications across our various locations and for remote users.
• Tech Deployment: Lead the charge in imaging and deploying desktops, peripherals, mobile devices, and applications for replacements, projects, or new hires.
• Network Connectivity: Provide essential support for end-user PC network and VPN connectivity, including wireless devices, ensuring everyone stays seamlessly connected.
• Phone System: Offer basic support for our corporate telephone systems, with a focus on Mitel/ShoreTel setups.
• ERP Expertise: Step in to assist with basic ERP support, particularly concerning printers, application locks, and queues.
• IT Training Resource: Play a role in training team members on basic computer usage and our company's desktop software.
• Active Directory Support: Collaborate on Active Directory group policies to automate PC security and standards administration.
• Asset Management: Help manage our desktop, laptop, and mobile device inventory, including secure asset disposal when necessary.
• Emergency Preparedness: Keep the organization ready for anything by creating a spare inventory of parts and peripherals for use in urgent situations.
• Continuous Improvement Advocate: Share recommendations for device and application upgrades or enhancements to keep us at the cutting edge.
• Knowledge Base Curator: Document common IT issues and solutions, ensuring our knowledge base is a valuable resource for all.
• Policy Reminders: Remind users of IT acceptable use policies and standards to maintain a secure and compliant environment.
• Collaborate: Work with other members of the IT team effectively and, when needed, escalate Helpdesk tickets to Tier 2 and beyond for timely resolution.
• Team Player: Assist colleagues within the Help Desk & Asset team and the broader Technology Group in accomplishing departmental goals.
• Flexibility: Embrace any other duties as assigned, contributing your skills and expertise wherever needed.

Qualifications:

• Exceptional Communication: Proficient in both written and verbal communication, capable of conveying technical information clearly and effectively to end-users.
• Troubleshooter: Adept at troubleshooting and solving complex technical issues, with a knack for finding solutions even in challenging situations.
• Microsoft: Possess a strong command of Microsoft Office software and services, with a specialization in Office365, enhancing productivity across the organization.
• Windows: Proficient in Windows-based systems, including Windows 10/11, Microsoft Active Directory, and PowerShell. Experience with Windows Server is an asset.
• Hardware Knowledge: Adept in PC hardware, demonstrating the ability to replace and upgrade components to maintain peak system performance.
• Mobile Devices: Knowledgeable about mobile devices, both iOS and Android, ensuring seamless integration and support for diverse technology ecosystems.
• IT Knowledge: Familiar with IT concepts, practices, and technology trends, demonstrating a strong foundation in the field.
• Network Systems: Possesses a fundamental understanding of networking technologies and TCP/IP communication, contributing to a well-connected and efficient IT environment.

Required education or experience: Associates or Bachelors 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.

COMPENSATION & BENEFITS:

• Competitive Wage - depends on experience
• Medical/Dental/Vision insurance and Health Savings Accounts (HSA's) with employer contributions
• 401-K retirement plan options
• Paid holidays
• Paid Time Off
• Paid sick leave
• Paid bereavement leave

MORE ABOUT OUR COMPANY:

We are an equal opportunity employer and one of North America's leading manufacturers of quality residential and commercial interior wood doors. The great service and products we are able to deliver are a result of the hard work and talent of our exceptional team. We work very hard to hire the best team members who share our core values in respect for all people, integrity in every situation, and quality in everything we do. A supportive team with diverse backgrounds and career experiences from all around the world strengthens who we are and provides many opportunities for continuous growth and development within our Company.#GrowWithUs