Experience Inc. Jobs

Desktop Support Technician (2024-126)

Astronics Subsidiary Astronics AES

Location Kirkland, WA

Description

JOB SUMMARY:

The IT Desktop Support Technician acts as the primary point of contact between end-users and System Administrators, ensuring efficient and clear communication to facilitate timely resolution of technical issues. This role is responsible for handling customer requests related to hardware, software, desktops, servers, networks, and telecommunications. The technician will troubleshoot, resolve, and escalate issues in line with standard operating procedures and service level agreements (SLAs). Additionally, the technician maintains detailed records of problems and solutions, monitors progress to ensure prompt resolution, and provides training to end-users to enhance their technical knowledge and system use.

DUTIES & RESPONSIBILITIES:

• Serve as the primary contact for users experiencing IT issues, offering immediate assistance or escalation as needed.

• Install, configure, and troubleshoot computer systems, applications, and various peripherals.

• Provide step-by-step support to end-users to resolve system issues, ensuring adherence to established IT support protocols and procedures.

• Log all help desk interactions in the organization's ticketing system, documenting user support activities.

• Escalate complex service requests to Tier 2 support while continuing to manage user expectations.

• Act as a liaison between end-users and System Administrators to facilitate prompt resolution of escalated issues, enhance communication, and ensure seamless service delivery.

• Create technical documentation, user guides, and provide training to end-users and peers on IT systems and procedures.

MINIMUM QUALIFICATIONS:

Education :

• High school diploma or equivalent; relevant certifications or associate/bachelor's degree preferred.

Knowledge / Skills / Abilities :

• Basic understanding in the setup, configuration, troubleshooting of desktop/laptop hardware and software in a network environment (Windows).

• Basic understanding of TCP/IP networking, and related network services (e.g. DNS, SMTP, DHCP, etc.).

• Basic understanding of Active Directory concepts and administration.

• Basic knowledge of desktop operating systems (Windows, macOS) and productivity applications (Microsoft Office).

• Familiarity with hardware components, peripherals, and troubleshooting techniques.

• Ability to create technical documentation, user guides, and provide training to end-users and peers on IT systems and procedures.

• Excellent communication skills, both verbal and written, with the ability to effectively convey technical information to end-users.

• Strong problem-solving and analytical abilities, with a keen attention to detail.

• A commitment to providing outstanding customer service.

Competencies :

• Action Oriented: Enjoys working hard; is action oriented and full of energy for the things they see as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

• Active Learning: Understands the implications of new information for both current and future problem-solving and decision-making.

• Coordination: Adjusts actions in relation to others’ actions.

• Customer Focus: Prioritizes and is committed to understanding and fulfilling the needs and expectations of both internal and external customers. Actively seeks direct feedback from customers to inform improvements in products and services. Demonstrates a customer-centric approach by considering the customer in all actions and decisions. Establishes and nurtures positive relationships with customers, earning their trust and respect through consistent, open, and honest communication.

• Quality of Work Output: The quality of goods and services produced in terms of errors, waste and rework required to meet standards, not considering other things like timeliness or quantity.

• Time Management: Uses time effectively and efficiently; values time; concentrates efforts on the more important priorities; can attend to a broad range of activities.

EMPLOYMENT ELIGIBILITY REQUIREMENTS:

• As a US Department of Defense Contractor, Astronics is bound by International Traffic in Arms Regulations (ITAR). Must be a US Person under ITAR to be eligible.

• An offer of employment is contingent on successfully passing pre-employment background check and drug test which includes screening for the use of cannabis .

Base salary is $22.50 - $33.75 per hour.

Several job-related and non-discriminatory factors including but not limited to experience in comparable roles, skill sets, training, education, licensure or certifications, other qualifications, market conditions and business needs influence actual salary offered.

Astronics AES offers a competitive benefits package including:

Stay Healthy – Health, dental, vision, disability, life insurance, FSA, HSA, as well as voluntary life/AD&D, voluntary critical illness, accident prevention and hospital indemnity

Save for the Future – 401K & Employee Stock Purchase Plan

Find Balance – Employee Assistance Program, Hybrid work arrangements for many positions, work/life balance culture

Time for You – Generous Paid Time Off, starting at 120 hours annually, plus 12 Paid Holidays per year

Position Requirements

As above

Full-Time/Part-Time Full-Time

About the Organization Astronics Corporation (Nasdaq: ATRO) serves the world's aerospace, defense, and other mission critical industries with proven, innovative technology solutions. Astronics works side-by-side with customers, integrating its array of power, connectivity, lighting, structures, interiors, and test technologies to solve complex challenges. For 50 years, Astronics has delivered creative, customer-focused solutions with exceptional responsiveness. Today, global airframe manufacturers, airlines, military branches, completion centers, and Fortune 500 companies rely on the collaborative spirit and innovation of Astronics.

We offer our breadth of technology solutions and services through 11 subsidiary business units and numerous award-winning product brands. Serving our customers is our first priority, and every day we honor this mission with quality, partnership, and energetic global vision.

EOE Statement Astronics is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

This position is currently accepting applications.