Service Desk Technician - Tier 1

About the job

Who we are

Key Methods is one of the premier IT support companies in North Central Washington. We consistently rank in the top Managed Service Provider's in the country and take pride in the many service awards on display as you enter our office. 

Job Description 

We are seeking a person who has a passion for learning, using, and supporting the latest and greatest technologies and loves to teach and help others do the same. Candidates must have a solid understanding of hardware, software, network, and security fundamentals with the desire and drive to master these subjects within 3 years. Key Methods provides the resources, training, and opportunity. You provide the ambition, drive, and hard work to get there.

 We are a well-established company in Wenatchee and have a fun, energetic, and team-oriented staff that enjoys and challenges each other. This is a great opportunity to join our team. 

This is an important front-line position that will have direct contact with clients, suppliers, and all levels of staff. 

Your Day to Day:

• Answering inbound support calls and monitoring online ticket queues
• Creating service tickets
• Performing common technical administrative tasks like password resets,
• Technical troubleshooting and resolution of basic computer, network, and printing problems
• Documentation and time entry
• New computer builds and Setups
• Basic Software installations
• Learn and grow your skills by helping more senior techs, studying, etc.

Our ideal candidate will have professional appearance and mannerisms, enthusiasm, be very detail-oriented, be very self-motivated, and be able to juggle competing demands, as well as excellent communication and customer service skills. We prefer someone who has had lab or real-world experience but we are willing to train the right person. This is a key position and requires the ability to remain flexible, resourceful, and efficient while supporting multiple personalities and priorities. 

Qualifications 

• High School Graduate (Additional education in a technology field preferred)
• Prior customer service experience 
• Proficient with general office applications (ConnectWise experience preferred) 
• Ability to multi-task and adapt to changes quickly 
• In-depth knowledge of IT products 
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care 

Benefit Highlights

Standard, Key Methods, LLC benefits for Full Time employees, including the following. 

• Health – Employee Covered, Employee has a choice between a PPO or HSA plan, Family members can be added for an additional expense. 
• Dental - Employee covered, Family members can be added for an additional expense. 
• Life Insurance– Employee covered. 
• Vision – Employee covered. 
• Costco Membership – Employee +1 covered 
• 40 Hours of Paid Time Off (PTO) is available upon hire, and you accrue additional PTO at 40 hours first year, 80 hours years 2 thru 4 with 40 hours carry over allowed years 5 thru 9, 120 hours and 10 + Years 160 hours 
• Nine Paid Holidays 
• 40 hours of paid training and unlimited access to the top 5,500+ courses taught by 1,300+ experts and real-world practitioners on Udemy.com. Other opportunities available upon request.
• 401K Plan with profit sharing 
• Annual Employee appreciation bonus of $1,000 each December 
• Catered lunches during weekly Tech Talks 
• Quarterly Teambuilding events like go-cart racing, renting out the movie theater, Floating the river, etc.