Belcan - Spokane, WA
posted 3 months ago
The IT Help Desk Technician at Belcan Corp is a critical role that serves as the frontline of internal customer technical support, providing both Tier 1 and Tier 2 support. This position is based in Airway Heights, WA, and is essential for resolving technical issues faced by internal customers. The technician will be responsible for acting as the first point of contact for internal customers, utilizing Service Management solutions to log, assign, and manage support tickets. The role requires a proactive approach to problem-solving, where the technician will not only resolve issues but also guide Tier 1 staff in best practices for customer support. In this position, the technician will handle a variety of technical problems related to hardware and software, including workstations, printers, mobile devices, and servers. The technician will ask probing questions to understand the issues better and explain possible solutions to customers. They will use both manual and automated diagnostic tools to identify problems and their root causes, ensuring that the knowledge base is updated with prescriptive guidance for common problems to enhance the quality of Tier 0 customer self-service. The role also involves escalating more complex incidents to Tier 3 support when necessary and arranging for technicians to visit customers if issues cannot be resolved remotely. The technician will actively participate in incident, problem, request, and change management processes, contributing to their ongoing improvement. Following established procedures for the installation, deployment, and maintenance of workstation hardware and software is also a key responsibility, along with executing corrective actions as prescribed by other technicians or per standard recovery procedures.