IMEG is hiring: IT Support Specialist in Washington

IMEG is seeking a full-time entry-level Support Specialist responsible for ensuring proper computer operations so that end users can accomplish organizational tasks. The role includes receiving, prioritizing, documenting and actively resolving end user help requests, with problem resolution involving diagnostics and help request tracking tools and hands-on desktop support when needed.

Responsibilities

• Field incoming help requests from end users via telephone and work orders in a courteous manner
• Process support tickets using Zendesk
• Document end user information (name, department, contact information, nature of problem)
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems; escalate to appropriately experienced technicians when required
• Record, track, and document the help desk resolution process, including decisions and actions taken
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions to aid resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing/upgrading software, configuring systems and applications, and implementing file backups
• Test fixes to ensure problems are resolved
• Perform post-resolution follow-ups and develop end-user knowledge base articles
• Perform related duties consistent with the scope and intent of the position

Required Skills/Abilities

• Good understanding of the organization's goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills with a focus on rapport-building, listening and questioning
• Strong documentation skills
• Occasional after-hours support as needed
• Prior application support experience
• Working knowledge of diagnostic utilities
• Knowledge of basic computer hardware
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Ability to travel up to 10% with occasional overnight stays

Education and Experience

• High School Diploma or equivalent required
• Associate’s Degree or certificate preferred
• Experience with desktop operating systems including Windows 10
• Experience supporting Microsoft Office
• This position is not eligible for sponsorship

About IMEG

IMEG, an employee-owned corporation, is committed to investing in employees’ futures through professional development programs and opportunities for career advancement. We offer a comprehensive benefits package including generous PTO, flexible schedule, and tuition reimbursement. Employees are eligible to enroll in health, dental, vision, and life insurance on their first day of employment.

IMEG is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex (including sexual orientation or gender identity), gender, national origin, disability, age, genetic information, parental status, ethnic origin, citizenship status, marital status, military service, veteran’s status, political affiliation, non-merit-based factors, or any other characteristic protected by law. All applicants have the right to request access, correction, and deletion of their personal information. Please email careers@imegcorp.com with any inquiries.